Closing the Gap: Mediating Conflict Between Patients & Healthcare Professionals

14th July 2017 | Royal College of Physicians | London | 09.00-17.00

This course will teach you to:
• Understand what triggers conflict between patients and health professionals
• Use mediation skills to engage with patients and families
• Prepare for difficult conversations
• Manage conflict with patients and families as a team

Conflict and communication breakdown between patients and health professionals is upsetting, time-consuming and can have long-lasting impact. This course will equip you to recognize the warning signs of conflict and use mediation skills to manage difficult conversations with patients and families to prevent conflict from escalating. The course is based on an innovative conflict resolution project at the Evelina London Children’s Hospital where more than one thousand health professionals have been trained.

The training has been consistently rated as “excellent” and “very relevant” by staff at all levels. Six month follow up of more than 300 participants found that 91% of those who experienced a conflict since doing the training reported that it had helped to de-escalate or resolve it. The Medical Mediation Foundation is collaborating with Performing Medicine to deliver this course. In the afternoon, actors will perform scenarios, enabling participants to observe live conflict situations and instruct the actors’ next steps, putting the morning’s learning into practice. Participants will also get the opportunity to rehearse new practical skills and will receive tailored, individual feedback.

The course is being co-badged with The Faculty of Intensive Care Medicine and The Intensive Care Society Please note that this course is strictly for healthcare professionals only.

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