Managing patient conflict part 3 – tertiary interventions

  • LEAD event

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Target audience:GP, Practice Manager, GPN, Health Care Support Worker, Receptionists.
Time:Start: 12:00
End: 14:00
(allow 15 minutes before the start of the session for registration and AV equipment check)
Delivery mode:Zoom virtual platform.
  • £50 per delegate (inclusive of VAT) for attendees from Londonwide practices.
  • £95 per delegate (inclusive of VAT) for attendees from practices from other areas.
Course overview:This course explores tertiary interventions taken following a conflict situation or incident, to prevent or reduce the potential for a recurrence, or psychological harm developing in individuals. It may involve reviewing procedures and systems of working as well as providing post incident support for staff involved in incidents.

  • Post incident considerations
  • Incident review and de-brief models
  • Managing short, medium & long term reactions
  • Reporting and accounting for actions
  • Learning from what happened
Course aims:To understand organisational and employer obligations following serious patient conflict incidents as well as identifying accumulative effects of exposure to patient conflict interactions. It will assist both employers and individuals in identifying positive personal and organisational interventions and understanding why incidents have occurred.
Learning outcomes:Delegates will feel more confident that appropriate organisational measures are available and in place to support people following significant patient conflict incidents, and that effective individual and organisational learning can take place.
Format:PowerPoint presentation, scenarios, interactive group work.
Presenter:Alan Frame, Risk Adviser, MDDUS.
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