NHS Framework Approved Training: Using Empathy to Compassionately Engage with Patients and Families within Complaints

Training dates throughout the year:

NHS Framework Approved Training

The feel of live training but with the flexibility to complete over several days.

Linking to PSIRF, the Duty of Candour and Complaints Standards Framework, this course will develop skills and confidence in empathy, compassionate engagement, involvement and good complaint and patient safety incident handling. Examine through real-life content, a just, fair and learning culture to gain deeper understanding of the complexities of the emotional impact, to prevent second harm. Along with managing personal wellbeing.

“I had my knowledge and understanding around this multi-layered topic truly opened. A thought-provoking and relevant training programme for anyone in a complaints or governance role. I highly recommend this course.”
Cheryl Saggers, Manager across law enforcement, the NHS and education

This brand new course has been designed to give learners the live training experience, with interactive participation for learners to allow expression of their own. Throughout the journey, you will be accompanied by your own participation colleagues, who have been filmed during an actual session, to give honest, authentic and real time, thought provoking discussions and analysis.

This course has been created for:

Complaints Managers
PALS Officers
Family Liaison Officers,
PSIRF Implementation Leads
Learning Response Leads
Front-line staff
Management and executive teams
Students
All healthcare professionals wanting to understand and up skill safely in empathy compassion, civility and personal well-being within complaints, leadership and communication

How does it work?

Sign up today!
You’ll be emailed log-in details and a link to our online platform
Work through the course at your own pace
Complete the interactive and dynamic course
Download your certificate of completion upon passing the course
With 12 months access you can revisit as many times as you like to refresh your newly gained skills and knowledge
Optional live Q&A with Carolyn

Multiple Users: Trust wide license agreements are available for this course. If you would like more information on the discounts we can offer using this scheme please email info@hc-uk.org.uk

Delegate Feedback

100% previous delegates reported that their understanding of the positive impact of compassionate engagement improved after the training. They unanimously agreed that they would now approach or respond to complaints with greater confidence.

100% of previous learners agreed that the course was relevant to their professional and/or personal development.

"An amazing, emotive and valuable learning experience. The course for me depocted real life, real emotions and overall recognition of humanity and the importance and high value we should place on empathy, integrity and transparency."

"It worked much better than I thought it would - at first I was a bit disappointed that it would not be 'live' - but once it got going it really was as good as the real thing - perhaps even better - and I was able to train at a time that was convenient for me to fit in with my responsibilities at work. I would recommend it."

"The course of was very good, well presented, good engaging content and it worked well."