Course Summary

Involving Patients and Staff in Learning from Patient Safety Incidents (PSIIs)

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 09.15amLogon, technical knowhow and introductions
09.15am to 09.45amPrinciples of being open
09.45am to 10.15amDuty of Candour
10.15am to 10.45amApologies; verbal and written
10.45am to 11.00amCoffee Break
11.00am to 11.45amArranging meetings with family members, carers and patients, including arranging additional support
11.45am to 12.00pmManaging expectations
12.00am to 12.30pmGathering evidence and difficult conversations
12.30pm to 1.00pmLunch
1.00pm to 1.15pmA Just Culture; fair evaluation of the actions of staff
1.15pm to 1.20pmAddressing accountability in the context of ‘no blame’ investigations
1.20pm to 1.45pmSupporting staff
1.45pm to 2.30pmInterviewing staff; planning and conducting
2.30pm to 2.45pmTea Break
2.45pm to 3.15pmFeeding back to staff and patients, families and carers
3.15pm to 3.45pmMulti-agency working and dealing with parallel investigations
3.45pm to 4.00pmSummary, questions, conclusion and feedback

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