Responding to Complaints

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

Responding to complaints can be daunting. In this half  day interactive workshop, 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 i
• 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