Patient conflict: developing organisational arrangements and responses

This course encompasses guidance on organisational arrangements and responses that can be implemented to prevent conflict situations arising in the first instance, or to reduce their frequency. This includes establishing practical policies, safe systems of working, risk assessments and providing staff with necessary training. The course will also explore steps on actions to take following incidents to prevent or reduce the potential for recurrence, including providing appropriate support for individuals and demonstrating organisational learning.

Content will include:

• Proactive organisational prevention measures
• Policies and safe systems of working
• Risk assessments
• Monitoring of social media activity & horizon scanning
• Adapting service or patient communications planning to proactively address identified problems
• Provision of appropriate training and education for patient facing staff
• Recording and reporting conflict events
• Post incident considerations, review and de-brief
• Understanding Short, medium & long term reactions to patient conflict
• Managing patients who are responsible for serious incidents

Audience - this course is primarily aimed at employers and managers within healthcare organisations (e.g. practice mangers, GDP principles, GP partners and other clinical and non-clinical leads).

This course is led by MDDUS risk adviser, Alan Frame.

Upon completion, a certificate detailing three hours of verifiable CPD will be provided by MDDUS to all attendees.

Please read before booking:

• You MUST have a webcam, speaker and microphone available on the device you intend use to access the training. This will ensure you are able to fully engage with the speaker/other delegates. This also allows our CPD verification process to be robust.
• You MUST be able to access and fully participate in a Zoom meeting from whatever device you choose to use. Please cut and paste the following URL into your internet browser to access help on how to do this. The page includes the option to join a ‘test meeting’ from the device you intend to use. https://support.zoom.us/hc/en-us/articles/201362193-Joining-a-meeting
• If you experience any technical difficulty when checking you can access Zoom it could be because your local IT support is blocking access. If this happens you might consider using your own mobile device instead – Zoom works well on tablets.

FAQs

How can I contact the organiser with any questions?

Please email risk@mddus.com if you need to know more before booking.

Please note:

Prior to the event delegates can request a transfer to a future or alternative course.

MDDUS absorb the Eventbrite booking fee for this course (which is between £5- £8)

Refunds can be requested in advance; however, Eventbrite will deduct the booking fee from any refund requested.

MDDUS is not liable for any costs incurred by delegates in relation to attendance at remote training courses. This includes if the course is cancelled or needs to be rescheduled.

What happens if we cannot access this event due to a technical issue?

Please ensure you have full access to Zoom before booking this course. If you experience technical difficulties accessing the course you can request a transfer to another course without incurring a fee.