Responding to Complaints

05 Sep 2022 09:00 - 13:00 Arthurs' Seat Room, Post Graduate Education Centre, Royal Infirmary £90

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 respond more effectively 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

Arthurs' Seat Room, Post Graduate Education Centre, Royal Infirmary

Responding to Complaints

Date: 05 Sep 2022
Time: 09:00 - 13:00

Tutor team

Dr Belinda Hacking

EC4H Lead Tutor

Dr Belinda Hacking has worked with Dr. Boyd since 2003, teaching clinical communication to senior doctors and other professionals across Scotland. Belinda was also trained by the late Professor Maguire. Her clinical role is head of psychology service for learning disability, health, forensic, neuropsychology and older adults in NHS Lothian. Belinda has a special interest in shared decision-making in healthcare. British Psychological Society membership: 33194

Dr Linsay Brassington

EC4H Tutor

Dr Linsay Brassington is Lead Clinical Psychologist for NHS Lothian’s Psychology for Staff Service, supporting individual staff and teams with psychological therapy, supervision and support. Linsay joined the EC4H tutor team in 2022 and uses this to enhance the support offered to teams across NHS Lothian. HCPC: PYL32180