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