Responding Effectively to Complaints (wait list)

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.

This workshop includes 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

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

• Understand normal psychological reactions when facing difficult situations
• Know yourself better by increasing your self-awareness
• Identify personal learning objectives and develop strategies for addressing these within a supported peer learning group.
• Increase your communication effectiveness

This communication course will not only increase your emotional resilience but also your job satisfaction. 

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