What to Do When Things Go Wrong: Handling Complaints and Significant Events in Primary Care (For Clinicians Only)

Introduction

Things don’t always go smoothly in primary care, and occasionally there are adverse outcomes that we and our patients encounter. This session is specifically designed to support clinicians.

Aims & Objectives

This workshop will look at the most constructive ways that we can reflect on and learn from complaints and other significant events, and promote a no blame culture within the organisations we work in

Content

We will look at the regulatory and practical aspects of the NHS complaints procedure and discuss how to respond to and manage a complaint most effectively, as well as the human side in coping when “that” dreaded letter / email arrives. Using a case-based approach we will try to understand:

• Why patients complain
• How we can try to ensure we work collaboratively with patients who complain.
• How we can learn from complaints as constructively as possible.

This event is not being recorded