Handling Complaints Effectively

11 Mar 2024 13:30 - 17:00 The Conference Room, Kirkland's Medical Education Centre Free

An immersive half day interactive workshop for NHS Lanarkshire Senior Doctors, Charge Nurses, Advanced Nurse Practitioners, Clinical Nurse Specialists, Pharmacists and other Allied Health Professionals (Band 6+).  Participants will work in a small peer group to address challenging, real life complaint scenarios drawn from their own clinical, teaching and management roles. Participants will be empowered with the communication skills and confidence to have better conversations when responding verbally to complaints.
Common challenges addressed during the programme are;

• Addressing and handling complaints
• Resolving conflict and preventing complaints from escalating
• Handling strong emotions – anger, emotional distress, denial and collusion
• Talking to patients and families involved in adverse events
• Addressing complaints from colleagues or other members of the clinical team
• Diffusing emotionally charged situations

Learning Outcomes

• review current practice in communicating with patients, their relatives, colleagues and trainees
• identify personal learning objectives and develop strategies for addressing these within a supported peer learning group.
• critique and apply relevant literature/ theory on effective communication
• evaluate and respond to patient/carer/ colleague perspectives
• identify ways of increasing communication effectiveness
• exchange ideas and experiences with senior colleagues from other specialties

Open to NHS Lanarkshire staff only

The Conference Room, Kirkland's Medical Education Centre

Handling Complaints Effectively

Date: 11 Mar 2024
Time: 13:30 - 17:00

Tutor team

Dr Eve McCann

EC4H Lead Tutor

Dr Eve McCann is a Specialty Doctor in Care of the Elderly. Eve joined the EC4H Tutor Team in June 2018

Dr Christine Carswell

EC4H Tutor

Christine Carswell works as a consultant psychiatrist for the elderly in NHS Lanarkshire and has done so since 2008. She has a keen interest in both undergraduate and postgraduate education and regularly takes medical students from Glasgow University in her department for their Special Study Module. Having attended the EC4h courses she has become a trainer and finds that each course that she has been involved in both rewarding and challenging

Dr Jack Fairweather

EC4H Tutor

Jack Fairweather is a nephrologist and general physician based in the Renal Unit at University Hospital Monklands; and Lead Clinical Trainer with the Department of Medical Education in NHS Lanarkshire. He has a breadth of experience in education and an interest in training, and undertook a Scottish Clinical Leadership Fellowship with NHS Education Scotland and RCPSG in 2018-19. His current practice includes acute inpatient renal medicine, general medicine, medical high dependency, kidney care planning and long term dialysis, along with general nephrology. He undertook EC4H tutor training in 2023.