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Our specialist healthcare lawyers and health mediators have developed a half day training programme for health clients on managing complaints and conflict.

Drawing on their experience and expertise in responding to contentious complaints and on their experience in training health and social care professionals on de-escalating conflict, the team have developed a unique training programme designed to help health professionals to respond effectively in face to face situations and in their written communications in order to resolve conflict effectively.

Target Audience: Health practitioners and administrators involved in front line meetings with complainants and those responsible for providing formal responses to written complaints.

The Course Aims: to equip attendees with an understanding or how conflicts escalate and how to resolve them constructively.

Learning Objectives: Upon successful completion of this course delegates will:

  • Understand the triggers for conflict in their practice
  • Be able to pinpoint all the elements of a complaint in order to resolve it effectively
  • Have an understanding of how early and effective resolution of complaints can avoid contentious and long standing disputes and PHSO investigations

Course Content: The course is interactive with lots of opportunity for role play and audience participation.

  • Common causes of complaints in the health sector
  • Communication – how poor communicate escalates conflict and how to listen, learn and respond in conflict situations using mediation techniques
  • How to structure a written complaint response and avoid the pitfalls of non-apologies

For further information please contact

Georgina Rowley

Partner | Healthcare

+44 (0) 330 137 3379

+44 (0) 792 149 8907

Email Georgina Rowley

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Lisa Evans

Partner | Healthcare

+44 (0) 330 137 3393

+44 (0)773 846 2682

Email Lisa Evans

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Nicola Richardson

Partner | Head of Health and Regulatory

+44 (0) 330 137 3372

+44 (0)773 872 4685

Email Nicola Richardson

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