This session equips frontline staff with the skills and confidence to manage challenging patient interactions.
It explores how to recognise early signs of escalating behaviour, how to respond in ways that reduce the risk of aggression, and how to handle patients who wish to raise concerns or complaints. Participants will learn strategies to address issues promptly and professionally, as well as guidance on what to do if a situation progresses into a formal complaint.
Designed for staff who regularly engage with patients, this session focuses on practical techniques for managing difficult conversations and lower level complaints effectively.
Date: 7th May
Time: 1-2pm
Via MS Teams
Cost of Course
This course is funded for staff employed within primary care in Cornwall. We reserve the right to cancel ineligible bookings.
If you do not work in primary care in Cornwall and are interested in this course, please email kernowhealthcic.workforce@nhs.net
If you need to cancel a booked place on a course, please do so giving sufficient notice for the place to be reallocated. As per our terms and conditions, we reserve the right to charge for places cancelled less than 5 working days prior to the course start (unless otherwise stated), or failure to take up the place on the day of the course. This applies to both members and non-members of the Primary Care Education Programme.