Responding Effectively to Complaints

23 May 2023 09:00 - 13:00 Seminar Rooms, Chancellors' Buildings, Royal Infirmary £125

THIS WORKSHOP IS NOW FULLY BOOKED. If you wish to be placed on the waiting list, please select 'yes' to the 'Are you applying for our waiting list?' question on the application form

An immersive half day interactive workshop for senior doctors 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

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

Staff from all our partner boards/organisations are welcome to apply

Seminar Rooms, Chancellors' Buildings, Royal Infirmary

Responding Effectively to Complaints

Date: 23 May 2023
Time: 09:00 - 13:00

Tutor team

Dr Belinda Hacking

EC4H Lead Tutor

Dr Belinda Hacking set up EC4H in 2002. She has worked with professionals in healthcare across the UK developing the EC4H coaching and training programmes in clinical communication. Belinda was trained by the late Professor Maguire in communication training. Her clinical role is as a Consultant Clinical Psychologist and Director of Psychology for NHS Lothian. Belinda has a special interest in shared decision-making in healthcare. British Psychological Society membership: 33194

Dr Sam Hopkins

EC4H Tutor

Sam Hopkins is a medical oncology specialty trainee working at the Edinburgh Cancer Centre. She is completing her medical education fellowship with a simulation-based research interest in factors that enhance or hinder medical trainees' ability to adopt a growth mindset. She has been a tutor for the University of Edinburgh Clinical Communications Courses and has been an attendee at EC4H courses since 2020. She completed her EC4H tutor training in March 2023.

Dr Sarah Clay

EC4H Tutor

Dr Sarah Clay is a specialty doctor in palliative care working in NHS Fife. Sarah first participated in an EC4H course in 2018 during GP specialty training and completed tutor training in 2023.