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Complaints Handling

Basic Description of Course
This interactive and practical course will provide a structured approach to complaints handling through the use of systems analysis. The day will also cover letter writing, communicating with patients/service users/carers and families and conducting interviews. All techniques will be tested through role-play.

 

Course Content

  • Overview of a systems-based approach as it relates to complaints handling
  • Scoping the complaint; clarifying and breaking down the issues
  • Information collection
  • Interface with the Duty of Candour and complaints procedure
  • Meeting with patients and families
  • Letter writing; ensuring that all issues are covered
  • Interview techniques
  • Time management
  • Dealing with serial complainers

 

Course Timetable
9.30am to 10.00am             Coffee and Registration
10.00am to 10.30am           Delegate’s experience of handling complaints and undertaking investigations is established

10.30am to 11.15am             An overview of a systems-based approach
11.15am to 11.30am              Coffee Break
11.30pm to 12.00pm            Scoping case study; ensuring clarification of the issues
12.00pm to 12.30pm           Meeting with family members, carers and patients
12.30pm to 12.45pm            Role play
12.45pm to 1.15pm               Lunch
1.15pm to 1.45pm                 Interviews
1.45pm to 2.00pm               Exercise
2.00pm to 2.30pm              Using timelines to structure analysis
2.45pm to 3.00pm              Tea Break
3.00pm to 3.30pm              Drafting response letters including dealing with serial complainers
3.30pm to 4.00pm              Summary
4.00pm                                  Conclusion

Liberty Protection Safeguards; preparing and supporting front-line staff

Basic Description of Course

The Liberty Protection Safeguards (LPS) are still in the process of being implemented. They will in due course replace the Deprivation of Liberty Safeguards (DOLS).

The course will give practical guidance on what you and your staff can be doing to prepare for the implementation of the LPS in order to make the transition as smooth as possible. 

It is essential that all front-line staff be up to date and familiar with how to undertake capacity assessments and best interest assessments.  They will need to have an in-depth understanding of what constitutes a deprivation of liberty and what steps to take now and under the new legal framework. 

Delegates will have the opportunity to raise issues and concerns specific to their own practice. 

This session will enhance a practitioner’s understanding of the principles and how to apply them in practice.

 

Course Objectives

  • A practical overview of the Mental Capacity Act 2005
  • How to undertake capacity assessments 
  • How to undertake best interests assessments 
  • Advance care planning and advance decisions
  • The interface between the Mental Health Act and the Mental Capacity Act
  • Record keeping
  • An overview of the LPS – key provisions and changes that will be introduced
  • Understand the LPS timeline – key milestones and activities taking place ahead of implementation

 

Course Timetable 

9.30am to 10.00am        Coffee and Registration

10.00am to 10.30am            Overview of the Mental Capacity Act 2005

10.30am to 11.15am              Interface between the Mental Capacity Act and Mental Health Act. Recent case law discussion. 

11.15am to 11.30am         Coffee Break

11.30am to 12.45pm             Capacity Assessments and record keeping

12.45pm to 1.30pm         Lunch

1.30pm to 2.45pm                Best Interests Assessments, Advance Decisions and record keeping 

2.45pm to 3.00pm          Tea Break

3.00pm to 3.15pm                What constitutes a Deprivation of Liberty

3.15pm to 3.45pm                 An overview of the LPS – key provisions and changes that will be introduced

3.45pm to 4.00pm          Finish

Giving Evidence at Inquests

Course Overview

Healthcare professionals are frequently asked to write witness statements for a Coroner or called to attend an Inquest hearing to give evidence. This often provokes worry or anxiety, and witnesses can feel intimidated by the Inquest process.

This practical course is designed to help overcome those fears. Starting with statement writing, it explains why a witness statement is required, what it should cover and how it should be structured. The course then moves on to a clear and full explanation of the Inquest process from start to finish. All practical aspects are covered, including who will be in attendance at Court, what to wear, what to call the Coroner and how best to answer questions. It also covers some more of the more difficult issues, such as what to do if lawyers are present, how to deal with their techniques, juries and expert witnesses.

The course will focus on Inquests with a mental health element to them, and is aimed primarily at mental health professionals, but it is open to all.

Course Objectives

  • Learn how to write a clear and complete witness statement, and why this is so important.
  • Learn what an Inquest is and why it is required. In particular, understand what role the Coroner plays and what he/she can and can’t do.
  • Learn when a jury will be called, and what this means in practical terms.
  • Be given practical tips on what to wear, what to expect on the day and what support you will have.
  • Learn how to be a good witness and how to give clear and honest evidence.
  • Gain an understanding of what makes a “bad” witness, and how to avoid this.
  • Be given tips on how to deal with lawyers’ techniques when questioning witnesses.
  • Learn when an expert witness is required, what their role is and how this might affect you.
  • Understand how a Serious Untoward Investigation will be used by the Coroner.
  • Understand the possible conclusions a Coroner (or jury) can return, and whether there will be any further ramifications.
  • Gain an understanding of what a Prevention of Future Deaths report is.

Course Timetable

9.30am to 10.00am    Coffee and Registration
10.00am to 10.30am Introduction and overview
10.30am to 11.15am Witness statements
11.15am to 11.30am Coffee Break
11.30am to 12.00pm Coronial process explained. Practical issues, court visits, what to wear and possible conclusions.
12.00pm to 12.45pm What makes a good witness. What makes a bad witness.
12.45pm to 1.30pm   Lunch
1.30pm to 2.45pm Cross-examination exercise. Dealing with lawyers and juries.
2.45pm to 3.00pm Tea Break
3.00pm to 3.30pm How Coroners use internal investigation reports. Understanding Reports to Prevent Future Patient Deaths.
3.30pm to 4.00pm Summary
4.00pm Conclusion
Patient and Staff Involvement in Learning from Patient Safety Incidents

This virtual one-day training session will provide delegates with the expertise in involving patients, families, carers and staff in patient safety incident investigations.

The emphasis will be on practicality; the day is case study led.  Delegates will be guided through communicating openly and honestly with patients and families, having difficult conversations, gathering evidence (conducting interviews) and complying with the Duty of Candour.

There will be a structured approach to assisting staff to write excellent witness statements as well as conducting formal interviews in a ‘just culture’.

Signposting patients, families, staff and carers to appropriate support will also be covered.

The session will also cover how to effectively involve patients, families, carers and staff when working remotely.

All techniques will be tested through role-play.

Delegates will learn:

 

  • How to communicate openly and honestly
  • How to issue an apology and say sorry
  • How to conduct meetings with patients and families
  • Managing expectations
  • Recognition of patients, families and carers that may need additional support through the investigation process and how to access that support
  • How to work with the duty of candour, information sharing and confidentiality
  • Involving advocates and points of contact
  • Multi-agency working and dealing with parallel investigations
  • How to help staff produce excellent witness statements
  • How to conduct interviews with staff in a blame free/fair blame culture
  • How to signpost patients, families, carers and staff to support
  • Feeding back to patients, families, carers and staff

Timings

09.00am to 09.15am  Logon, technical knowhow and introductions

09.15am to 09.45am  Principles of being open

09.45am to 10.15am  Duty of Candour

10.15am to 10.45am  Apologies; verbal and written

10.45am to 11.00am  Coffee Break

11.00am to 11.45am  Arranging meetings with family members, carers and patients, including arranging additional support

11.45am to 12.00pm  Managing expectations

12.00am to 12.30pm Gathering evidence and difficult conversations

12.30pm to 1.00pm   Lunch

1.00pm to 1.15pm      A Just Culture; fair evaluation of the actions of staff

1.15pm to 1.20pm      Addressing accountability in the context of ‘no blame’ investigations

1.20pm to 1.45pm      Supporting staff

1.45pm to 2.30pm      Interviewing staff; planning and conducting

2.30pm to 2.45pm      Tea Break

2.45pm to 3.15pm      Feeding back to staff and patients, families and carers

3.15pm to 3.45pm      Multi-agency working and dealing with parallel investigations

3.45pm to 4.00pm      Summary, questions, conclusion and feedback

Virtual Training – Investigating Incidents; A Systems-Based Approach 1 Day Course

This virtual training session will focus on the first crucial steps of any incident investigation.  The emphasis will be on practicality and a process that can be incorporated into the health professional’s working day, as well as one that can be conducted remotely. Mirroring the new Patient Safety Strategy, good practice and factors requiring change will be identified, along with their contributory factors.  All recommendations, reports and action plans will focus on systemic changes, multi-disciplinary working and implementing practical changes.  All learning points are reinforced with real life examples.  Delegates will be provided with a suite of templates to use during an investigation as part of our commitment to an holistic approach to patient safety.

This course can also be run over 2 half-days.

Delegates will learn:

 

  • How much information to gather and how to gather it

 

  • The role of human factors and ergonomics in patient safety incidents

 

  • How to involve patients, families and carers

 

  • How to organise evidence using Timelines

 

  • How to critically analyse evidence

 

  • How to conduct interviews with staff members and families

 

  • Identification of factors requiring change

 

  • Including good practice in reports

 

  • Identification of contributory factors

 

  • Identification of broken and missing systems

 

  • Making proportionate and effective recommendations

 

  • Pulling a report together

Timings

 

09.00am to 09.15am  Logon, timings and housekeeping

09.15am to 10.00am  Introductions and an overview of the investigation methodology.

10.00am to 10.15am  Human factors and ergonomics; this session will explore how human factors can influence an investigator’s approach, the importance of objectivity and tips for achieving neutrality.

10.15am to 10.45am  Gathering information; a report is only as good as the information it is based on.  Investigators must beyond simply gathering evidence to find out ‘what’ happened – they must find and ‘why’ it happened and remember to gather human factors and ergonomic evidence. This will ensure that Investigators possess enough evidence to make SMART recommendations.

10.45am to 11.00am  Coffee Break

11.00am to 11.45am  Mapping the information using simple and tabular timelines.

11.45am to 12.15am  Critical Analytical Skills – How to identify missing or incomplete evidence

12.15am to 12.30pm Summary

12.30pm to 1.00pm   Lunch

1.00pm to 1.15pm      Recap on Module 1

1.15pm to 1.45pm      Critical Analytical skills – how to prepare for interviews. How to conduct interviews with staff members and families

 

1.45pm to 2.30pm      Identification of good practice and factors requiring change.  The importance of standards and precision writing.

 

2.30pm to 2.45pm      Tea Break

2.45pm to 3.15pm      Identifying contributory factors, including human factors, broken and missing systems.

 

3.15pm to 3.45pm      Focus on writing excellent recommendations, benchmarking, reasonable/measurable action plans and producing standardised reports.  Example report format provided.

 

3.45pm to 4.00pm      Summary, questions, conclusion and feedback

Virtual Training – Investigating Incidents; A Systems-Based Approach 2 Day Course

This virtual 2-day training session will focus on the first crucial steps of any incident investigation.  The emphasis will be on practicality and a process that can be incorporated into the health professional’s working day, as well as one that can be conducted remotely. In line with the new Patient Safety Strategy delegates will be taught how to identify both good practice and care delivery problems will along with their contributory factors.  The session includes modules on Information Collection and Organisation, Human Factors, Precision Writing and the production of SMART recommendations. 

Delegates will be provided with a suite of templates to use during an investigation as part of our commitment to an holistic approach to patient safety.

Delegates will learn:

 

  • How much information to gather and how to gather it
  • The role of human factors and ergonomics in patient safety incidents
  • How to involve patients, families and carers
  • How to organise evidence using Timelines
  • How to critically analyse evidence
  • How to conduct interviews with staff members and families
  • A guide to precision writing
  • Identification of good practice
  • Identification of care delivery problems
  • Identification of contributory factors
  • Identification of broken and missing systems
  • The key elements of SMART recommendations
  • How to pull the final report together

Course Timetable – Day 1

 

9.00am to 09.15am    Logon, technical knowhow and introductions

09.15am to 09.30am  Overview of the investigation methodology.

09.30am to 9.45am    Human factors and ergonomics; this session will explore how human factors can influence an investigator’s approach, the importance of objectivity and tips for achieving neutrality.

9.45am to 10.15am    Gathering information; a report is only as good as the information it is based on.  Investigators must beyond simply gathering evidence to find out ‘what’ happened – they must find and ‘why’ it happened and remember to gather human factors and ergonomic evidence. This will ensure that Investigators possess enough evidence to make SMART recommendations.

10.15am to 10.30am  Coffee Break

10.30am to 11.15am  Mapping the information using simple and tabular timelines.

11.15am to 11.45am  Critical Analytical Skills – How to identify missing or incomplete evidence

 11.45am to 12.00pm Conclusion, Questions and Set up for Module 2

12.00pm to 1.00pm   Lunch

1.00pm to 1.15pm      Recap on Module 1

1.15pm to 1.45pm      Critical Analytical skills – how to prepare for interviews. How to conduct interviews with staff members and families

1.45pm to 2.30pm      Identification of good practice and care delivery problems.  The importance of standards and precision writing.

2.30pm to 2.45pm      Tea Break

2.45pm to 3.15pm      Identifying contributory factors, including human factors and broken and missing systems using wagon wheel and barrier analysis.

3.15pm to 3.45pm      Focus on writing excellent recommendations, benchmarking, reasonable/measurable action plans and producing standardised reports.  Example report format provided.

3.45pm to 4.00pm      Summary, questions, conclusion and feedback

 

Course Timetable – Day 2

 

9.00am to 09.15am    Logon, technical knowhow and introductions

09.15am to 10.15am  Witness statement case study

10.15am to 10.30am  Coffee Break

10.30am to 12.00pm  Planning for interview.  Question drafting case study

12.00pm to 1.00pm   Lunch

1.00pm to 2.30pm      Incident Investigation case study from start to finish.  Reports will be submitted to and marked by the trainers.

2.30pm to 2.45pm      Tea Break

2.45pm to 3.15pm      Case study continued.

3.15pm to 3.45pm      Delegates receive feedback on their incident investigation reports.

3.45pm to 4.00pm      Summary, questions, conclusion and feedback

Virtual Training – Quality Assurance of Incident Investigation Reports

This interactive virtual workshop (for a maximum of 18 delegates) looks, in detail, at the common mistakes investigators make.

Delegates will work on a real incident report and will use lessons learnt during the one-day Incident Investigation training to constructively critique it. 

Issues that will be explored include quality of information collection, misuse (or non-use) of tabular timelines, un-structured critical analysis, the use of vague language, failure to take into account human factors and ineffective recommendations.

The workshop will also explore how to provide encouraging and effective feedback to investigators.

Delegates will learn:

  • How to identify inadequate information collection
  • How to spot when an investigator has not used the correct investigation tools, including Tabular Timelines
  • How to identify deficient critical analysis
  • How to ameliorate vague language
  • The key components of a well-drafted recommendations
  • How to provide constructive feedback to investigator

Course Timetable

10.00am to 10.15am  Registration and Introductions

10.15am to 10.30am  Overview/recap of RCA

10.30am to 10.45am  Case Study – delegates review report and provide initial feedback

10.45am to 11.15am  Information gathering.  Group work.  Delegates review report in light of discussion.

11.15am to 11.30am  Coffee Break

11.30am to 11.45am  Simple timelines.  Group work.  Delegates review report in light of discussion.

11.45am to 12.00pm  The use of tabular timelines.

12.00am to 12.30pm  Additional information required.  Group work.

12.30pm to 1.00pm    Critical analysis: factors requiring change and good practice.  Precision writing.  Group work.

1.00pm to 1.30pm      Lunch

1.30pm to 2.45pm      Critical analysis: contributory factors (including Human Factors) and barrier analysis.  Group work.

2.45pm to 3.00pm      Coffee Break

3.00pm to 3.30pm      Recommendations and Action Plans.  Group work.

3.30pm to 3.45pm      Providing constructive feedback.

3.45pm to 4.00pm      Conclusion

Healthcare Record Keeping and Documentation Training

Accurate patient records and documentation should be an essential part of every health and social care practitioners’ professional practice. Too often they are vague and abbreviated, even sloppy, which not only affects patient care but also impacts on any future legal action, Inquest or Inquiry.

This one-day course will provide health and social care professionals with a guide to excellent record keeping principles to govern day-to-day practice.

Content

  • Recognise the importance of patient records and documentation and how they may be used in the future
  • Practical guidance on excellent record keeping
  • Enable managers to assist their staff in producing unfamiliar documents, including statements, with confidence
  • Introduction to the 3 critiquing tools to maintain accurate record keeping
  • Basic oral evidence presentation skills
Informed Consent Training

Course Overview

Informed Consent has always been of vital importance to all healthcare practitioners but the case of Montgomery v Lanarkshire Health Board (2015) put clinicians’ practice of consenting patients back in to the spotlight; doctors can no longer rely on the Bolam test when deciding what information to give patients.  

This one-day course will clarify the principles of informed consent as well as provide an overview of the current law relating to treatment of those who lack capacity and who are unable to give informed consent. 

All delegates will have the opportunity to discuss their own areas of concern with an experienced healthcare lawyer. 

There will be practical guidance given on day-to-day record keeping. 

Content

  • The law governing informed consent of patients; case law and national guidance 
  • What is voluntary consent? 
  • What does informed mean?
  • How to apply the legal principles to day-to-day practice
  • The current law governing treatment of those who lack capacity; the doctrine of emergency and the doctrine of best interests
  • Deprivation of Liberty Safeguards (the current position)
  • Advance Decisions and Advance Care Planning 
  • Capacity assessments
The Use of Restrictive Interventions – the Legal Framework

Course Overview

This practical masterclass will offer practical guidance on the use of restrictive interventions and the legal framework.

Healthcare professionals may not think that they use restrictive interventions however enhanced observations, physical restraint, mechanical restraint, chemical restraint, searches, seclusion and long-term segregation are all considered to be restrictive interventions and should be used with appropriate policies and procedures in place. It is important that restrictive interventions are used legally and ethically and also part of a care programme aimed at reducing the interventions.

Delegates will have the opportunity to raise issues and concerns specific to their own practice. The course will be run by an experienced Mental Healthcare Lawyer and will be case study led.

Content

  • Overview of the Mental Capacity Act and Mental Health Acts and Codes of Practice
  • Review of case law and DoLs provisions
  • Best Interests Assessments 
  • Incident de-briefs and reviews
  • Care Plans
  • Documentation; a practical guide including the introduction of the FMA (five-minute appraisal) system