This PSIRF aligned one-day course will cover duty of candour conversations, meetings to discuss incidents and complaints management.
There will be a specific section on apologies and delegates will consider the challenges of having difficult conversations over the telephone, face-to-face and communicating in writing. This interactive course will be facilitated by two lawyers who have over two decades of experience of conducting independent investigations into incidents and complaints. The day will include practical exercises and role play.
During this training, open to healthcare professionals, you will be provided with guidance on how to manage difficult conversations with patients, and their families, following an incident, and will also learn;
Essential law on confidentiality and data sharing
Requirements of the different duties of candour
How to break bad news by telephone and in person
Key skills in written communication
The impact of body and verbal language
How to liaise with patients/families and carers as part of a learning response under the new PSIRF
How to manage both informal and formal complaints
How to chair/facilitate/participate in a Local Resolution Meeting
