09 Oct 2023 13:00 - 17:00 Kirkland's Medical Education Centre Free
An immersive half day interactive workshop for senior doctors, advanced nurse practitioners, clinical nurse specialists and other healthcare staff (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
• 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
Kirkland's Medical Education Centre
Date: 09 Oct 2023
Time: 13:00 - 17:00
Dr Eve McCann is a Specialty Doctor in Care of the Elderly. Eve joined the EC4H Tutor Team in June 2018
Dr Kerry McWilliams is a consultant in Palliative Medicine in NHS Lanarkshire. She graduated from Glasgow University in 2005 and was appointed as a consultant in 2015. During her specialty training in the West of Scotland she thoroughly enjoyed particpating in an EC4H course herself and was delighted to undergo tutor training in 2018. Currently acting as lead tutor, she enjoys the challenge and new learning experience that comes with each course. Her interests include Anticipatory care planning and promoting informed decision making.