Disclosing Unanticipated Outcomes

Internal training course to increase awareness on clinical risk management, the frequency and severity of clinical negligence claims for each medical specialty that we insure, and an understanding of high-risk procedures. This will include, Introduction to risk management & professional responsibilities of a doctor, What do doctors in each specialty do/list of routine procedures, Claims data, frequency and severity of claims, Top procedures associated with surgical treatment claims, Top contributory factors. Specialties to include, Orthopaedics, Neurosurgery & spinal surgery, Plastic surgery, Gynaecology & urology, General surgery, Anaesthetics, Opthalmology, General practice.

1. Introduction to complaints management, Why do patients make complaints. Customer service, Committing to Quality Service and Patient Satisfaction. What do patients expect - managing expectations. 2. Case scenario/Role play- holding a difficult meeting that cannot be resolved and leads to a formal complaint. Discussion, Feedback from the scenario. Barriers to open and honest discussions. Responding to verbal complaints. What does a good meeting look like? Key phrases to use. Benefits from an effective management of a complaint. 3.How to respond effectively to a complaint- Introduction to the ASSIST model. How to provide effective responses. Writing a report summary.

A one hour interactive seminar on informed consent for medical/healthcare professionals. The session aims to assist medical/healthcare professionals to take a patient- centered approach to the consent process and adopt the GMC consent guidance and law into practise. The session will conclude with risk management strategies for delegates to take away and implement in their practice.

A one hour interactive seminar on the essentials of good medical records for medical/healthcare professionals. This session reinforces the importance of keeping good medical records. The session will include with strategies for delegates to take away and implement in their practice.