Education & Events
De-escalation Training (Patient Complaints and Difficult Situations)
Event Summary
This session will provide front of house staff the skills and confidence to manage potential conflict with patients, de-escalate situations and reflect on their own wellbeing and resilience.
Main Contact
Event Speakers & Trainers
Log into Zoom 09:15 session runs 09:30 to 11:30
Introduction
This session has been developed for any member of the general practice team who works in a patient-facing role.
Aims
To give front of house staff the skills and confidence to manage potential conflict with patients, de-escalate situations and reflect on their own wellbeing and resilience. The session will be led by a facilitator with first-hand experience of managing conflict in general practice.
Objectives
- Understand the causes of potential conflict
- Utilise the tools and skills we have to reduce conflict
- Use debriefing as a mechanism to maintain staff resilience and wellbeing
- Discuss moral distress and how to cope
Content
- Assumptions
- Kindness
- Recognising and reducing conflict
- Communication tools
- De-escalation techniques
- De-briefing
- Recognising and dealing with moral distress
Previous Delegate Feedback
"It was great to learn different techniques around de-escalation, especially listening to the course leader who has an HR background, very informative".
This event is NOT being recorded
Event Speakers & Trainers
Robyn became a Practice Manager in 2017 and has also acted as lead manager for her primary care network. She is also a content writer for Practice Index, developing e-learning modules in HR and leading monthly HR clinics for managers.
In 2020, along with three other Practice Managers, she formed the Institute of General Practice Management – the professional body for all managers working in general practice. She also takes on the role of Director of Communications for the organisation, drafting statements, responses and letters to government and national bodies on behalf of members. She also created the IGPM Accreditation Framework – the process by which managers working in general practice can be formally recognised as professional members of the IGPM. As a registered member of the CIPD, she continues her passion for HR issues, employee engagement and mentoring.
Price List
|
Name |
Description |
Price (Inc VAT) |
|
All GPs and members of staff working within GP practices in Wessex LMCs’ catchment area |
This option is for everyone working in a GP practice in Wessex LMC's catchment area, that does not fit into one of the other options on offer. |
£125.00 |
|
Non Members |
This is the cost if you are not working in a practice in the Wessex LMCs' catchment area. | £250.00 |
Waiting List
Please be advised there are spaces available on this course unless it states otherwise. If a course is full you will be given the option to book on the waiting list. If you are on the waiting list and a place becomes available, you will be notified automatically via email, you do NOT need to contact Wessex LMCs.
Cancellations
Please note cancellations two weeks prior to the event will not be refundable, however you are very welcome to substitute another delegate to attend the course to prevent your practice missing out on the training. Any admissible cancellations will incur an administration fee of £15 if the event fee is £100 or over and £10 if the event fee is £99 or under.
Attendance Details
In certain circumstances, we will share details of attendance or non-attendance with the person who booked and/or funded this course for the delegate. If you have any objection to your attendance status being shared, please can you contact Louise Greenwood (Wessex LMCs Director of Education & Training) at least 48 hours before the start of the training at louise.greenwood@wessexlmcs.org.uk
Sponsorship
This event may be sponsored so companies have the opportunity to promote their product(s) at the start of the meeting. No sponsors have been involved in the selection of speakers, agenda items, or any other matters relating to this training. Your name and practice will be shared with the sponsor representative, but not your email address.
