Realistic Conversations: Effective Communications Responding to Complaints

08 Jun 2022 16:00 - 17:15 Free

A free webinar for NHS Greater Glasgow and Clyde staff involved in responding to complaints. This online session allows participants to watch a real time interactive demonstration led by EC4H tutors. Participants will have the opportunity throughout the demonstration to contribute suggestions and feedback to the tutor team via the chat box.


Martha Tait aged 88 was admitted from home last week by ambulance; found on the floor by a neighbour. No injury but pulmonary embolism diagnosed and now anticoagulated. Mrs Tait fell on ward last night. Bruised but no bone injury. Daughter very angry and upset when phoned about the fall – demands to speak to the nurse or doctor in change…

Common challenges addressed during the webinar 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
• Diffusing emotionally charged situations

Realistic Conversations: Effective Communications Responding to Complaints

Date: 08 Jun 2022
Time: 16:00 - 17:15

Tutor team

Claire O’Neill

EC4H Lead Tutor

Claire O’Neill is Lead Nurse and Clinical Service Manager for Acute Palliative Care Services in Greater Glasgow and Clyde. Claire has been involved in delivering communication skills training since 2003. More recently working with EC4H and NHSGGC Lead for Realistic Medicine to deliver Realistic Conversations virtual sessions.

Private: Dr Alastair Ireland

EC4H Tutor

Alastair Ireland is Clinical Lead for Realistic Medicine for NHS GGC and consultant in Emergency Medicine at Glasgow Royal Infirmary. He led on the programme to implemented a unified Treatment Escalation Plan for NHS GGC and has assisted in the delivery of the new GGC online ‘Realistic Conversations’ webinars on Treatment Escalation Plans and Shared Decision Making.

Private: Dr Kirsty Boyd

EC4H Lead Tutor

Dr Kirsty Boyd was trained as a clinical communication tutor by Professor Peter Maguire in 1995 and has been organising postgraduate communication courses for over 20 years.  She was Clinical Communication Programme Theme Head for the University of Edinburgh Medical School from 2002-2015 and she is an honorary clinical senior lecturer at the University of Edinburgh. Kirsty holds a Masters in Clinical Education from Nottingham University.  She is retired from her clinical role is as consultant in palliative medicine at the Royal Infirmary of Edinburgh. GMC Number: 2846907