Complaints and challenging patients

Conflict resolution

  • How to handle an aggressive patient – What to do/say and what to NOT say
  • How to cope with the abusive patient
  • How to diffuse the situation
  • When to send a Zero tolerance notification and when you should and can remove a patient

Deteriorating patients

How to handle emergency situations

  • What advice/appointment should you offer a patient with chest pain
  • What advice/appointment should you offer a suicidal patient
  • How to prioritise your queue or spot the increasingly ill patient in the waiting area

Signposting and understanding new roles

Types of roles within Primary Care

  • The importance/skills of each role and who they can see
  • What services are available
  • The role of a PCN