Responding Effectively to Complaints

!!Our admin office is closed for the festive period. You can still apply for our courses online, but there may be a delay in us confirming your application as these will not be checked on a daily basis. Wishing you a merry Christmas and a Happy New Year from all of us at EC4H!!

An immersive half day interactive workshop for Doctors, Senior Nurses 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.

This workshop includes a presentation and Q&A session with the Patient Experience Team.

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.
• 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