Essential skills for managing conflict between patients, families and healthcare professionals
Thursday 9th November 2023, 9am - 4pm
Virtual
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 recognise the warning signs of conflict and use mediation skills to de-escalate and resolve it with confidence and compassion.
This course will teach you to:
- Recognise what triggers conflict between patients / parents and health professionals
- Use mediation skills to engage with patients and families to reach consensus
- Prepare for difficult conversations
- Work as a team to manage conflict with patients and families
Cost:
- Nurses, AHPs & non-consultant doctors £120
- Consultants and GPs £180
Faculty:
Sarah Barclay, Founder and Director
Sarah founded The Medical Mediation Foundation in 2010 and is its co-director. She is an accredited mediator, specialising in mediating disagreements between parents and health professionals about the care and treatment of children. She was the co-director of the pioneering Evelina Resolution project which piloted the use of mediation and conflict management training to clinical and non-clinical staff at the Evelina London Children’s Hospital. The project won the Mediation Programme of the year in the National Mediation Awards 2018 and has formed the evidence base for MMF’s Conflict Management Programme.
Sarah was voted an “NHS Innovator” by The Health Service Journal for her work on the Evelina project. She has a Masters degree in Medical Law and Ethics from King’s College London and is a former award winning BBC social affairs presenter.
Audrey Dorival, Mediator and Trainer
Audrey Dorival is an accredited mediator. With over two decades of experience as one of the leading pioneers in education, health, and social care mediation, Audrey has earned a reputation in the field of disagreement resolution involving families, local authorities, and health providers.
With a diverse background encompassing law, training, special educational needs and disability (SEND), Audrey brings a unique and powerful skill set to her work. Audrey is passionate about the importance of relationship building between families and health professionals. She joined MMF in 2023 and has been an Associate Trainer with the National Children’s Bureau since 2006 supporting a wide range of Early Years professionals across the UK in their work with parents.
Testimonials
"Fabulous course - everyone who works in healthcare should do this" Consultant
"Excellent! This is skill set is extremely beneficial for nursing and medical practitioners. I would like it to be rolled out across our organisation!" Service Lead
"Best training session since joining the hospital {6 years ago}" Consultant
"Every NHS worker should attend this training" Matron
"Really interesting course, gets the mind thinking differently in a way that is needed for patients and parents (to communicate well). I am now able to assess a situation and de-escalate before things become too heated" Staff nurse
"A really interesting and thought provoking session which will be really useful in practice. Very well delivered" Therapist
"I really enjoyed and learned from this training. It has been the most useful one in my post-CCT training" Consultant
"The training is well delivered and very interactive. I really enjoyed it and it will be very beneficial to me" Assistant Service Manager
