Zero Tolerance for Primary Care frontline staff

This web workshop has been developed to support frontline staff and other healthcare professionals in general practice to develop their skills and confidence to better manage disputes, help manage challenging conflict situations and understand zero tolerance. We will consider how and why conflict may arise between staff members and the patients around access to services, treatments, and other aspects of practice life and will consider and reflect on ways to manage this.

Delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share their experiences from the GP practice.

SPACER

Objectives

By the end of the workshop delegates will be able to:

• Enhance awareness of their response to different conflict situations and personality types and the effect this can have when dealing with challenging situations
• Manage and understand the expectations, feelings, fears and needs of the patients
• Exhibit more confidence, motivation and control when dealing with challenging situations and complaints
• The communication process, barriers and impact when it breaks down
• Understand the difference between assertive, aggressive and passive behaviour
• Defining ‘aggressive behaviour’ and assessing when it becomes violent
• Patient aggressive behaviour in healthcare and the common causes of this in general practice
• Defining and understanding ‘ZERO tolerance’

Guidance notes will be provided to support this workshop and certificates of attendance are awarded after the workshop.