Responding to Complaints

26 Apr 2022 13:00 - 17:00 Seminar Room D25, Medical Education Centre, Western General Hospital £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+) working in REAS/WGH.  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

NOTE – This workshop is for REAS/WGH staff only. Please complete the application form and select “wait list” to be notified of future dates which are open to all staff

Seminar Room D25, Medical Education Centre, Western General Hospital

Responding to Complaints

Date: 26 Apr 2022
Time: 13:00 - 17:00

Tutor team

Dr Belinda Hacking

EC4H Lead Tutor

Dr Belinda Hacking has taught clinical communication to senior doctors and other professionals across Scotland since 2003. Belinda was trained by the late Professor Maguire. Her clinical role is Director of Psychology for NHS Lothian. Belinda has a special interest in shared decision-making in healthcare. British Psychological Society membership: 33194

Dr Ellie Caldwell

EC4H Tutor

Dr Ellie Caldwell is a Clinical Psychologist in NHS Lothian’s Staff Support Service, where she provides wellbeing advice and psychological therapies to Health and Care staff, as well as psychologically-informed support to teams and departments. She is a qualified conflict mediator, and is trained and experienced in providing executive coaching to individuals and teams. She has a special interest in helping leaders and highly skilled professionals stay resilient and work their best under challenging or changing circumstances.

Melanie Tolson

EC4H Tutor

Melanie Tolson is the Lead Research Nurse for the Borders General Hospital.  She has over 20 years' experience in Oncology/Haematology care and research. She has an interest in education and communication within clinical trials. She completed the EC4H Clinical Communication Tutor training in 2022