Module 9: Responding to patient feedback (including complaints)

4 hours | 5 CEUs/CPD

The focus of this workshop is to review core communication skills using the Calgary-Cambridge Guide, focusing especially on skills for responding to patient feedback. Participants are encouraged to consider how these skills can be used and adapted for conversations with people who may have varying degrees of distress relating to their complaint. The conversations may take place over the phone or face to face with the person making the complaint. 

Staff attending this module are encouraged to complete Modules 1 and 2 in advance of taking this workshop.

What will you get?

During this module you will:

• Consider and identify the communication skills for responding to patient feedback;
• Name the five core emotional concerns;
• Demonstrate the skills required for responding to patient feedback;
• Reflect on and identify key skills you wish to practice to enhance your communication skills for responding to patient feedback.