Effective Management Of The Upset and Angry Patient And Family

Date/Time
Date(s) - 28/02/2019
2:00 pm - 2:50 pm

Location
Wimmera Health Care Group – Education Centre
83 Baillie St
Horsham

Presenter:  Murray Bardwell

Education Coordinator,  Going Rural Health

It matters to us that our patients and clients are satisfied with the service they receive. Unfortunately there are occasions when they are not which leaves them angry and complaining and us stressed and upset. This presentation takes respectful and validating protocol‐based way of  responding to an angry or complaining recipient of our care.

Aims:
• understand the importance of validation, active listening and respectful assertiveness in the management of complaints.
• provision for reflection and discussion of past experiences when things went well or badly.

Room to be confirmed.  Please contact Lynette Campbell for details.

If wishing to book, please contact named organiser who will place your name in the  comments box on the booking page.

 

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