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
Course Timetable:
| 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 |
