Complaints and conflict resolution in primary care Course programme Complaints Facilitators: Lee Bennett – Strategic complaints Lead, NHS England Claire Macaulay – Medico-legal adviser, MDU 08:30 Registration 09:00 Introductions and aims for the session 09:10 What is a complaint and why is it important to respond well? 09:30 The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 10:00 The role of NHS England in the complaints process 10:30 Break 10:45 How do I respond to a complaint? 11:15 Practical complaint handling in small groups 12:05 Round up and questions 12:15 Lunch Conflict resolution Facilitators: Sarah Barclay – Director, The Medical Mediation Foundation Oscar Mathew – Director, Mediator & trainer, The Medical Mediation Foundation 13:00 Introductions and aims for the session 13:10 Putting empathy to the test: the impact of conflict 13:30 The triggers and warning signs of conflict between patients, families and health professionals – understanding ‘The Conflict Pathway’ 14:00 ‘Step into my shoes’ a small group exercise using a primary care scenario © 2017 MDU Services Ltd 14:30 Techniques for preventing and de-escalating conflict 15:00 Break 15:15 What do we mean by a difficult conversation and how can we prepare for it? 16:00 A framework for managing conflict as a team 16:30 Reflections, questions and evaluations 17:00 Close © 2017 MDU Services Ltd
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