Responding Effectively to Complaints

13:00 - 17:00 Edinburgh (Venue to be confirmed) £125

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

Date of workshop to be confirmed – please complete the online application form to be added to our waiting list and notified of upcoming dates

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

Edinburgh (Venue to be confirmed)

Responding Effectively to Complaints

Date:
Time: 13:00 - 17:00

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