Course Outline:

When Things Go Wrong

Course Outline:

When Things Go Wrong

Course Title

When Things Go Wrong

Course Duration

Half Day Course


The National Patient Safety Agency (NSPA) has recommended open disclosure to patients after an adverse event and has decreed that all clinicians should receive relevant training.

The main reasons cited by patients who sue are “desertion” after an adverse event and poor (or inadequate) information.

Clinicians whose patients suffer an adverse event may be inhibited from expressing regret, fearing it will be taken as admission of liability.  They may feel shame and responsibility, which can lead to withdrawal. Albert Wu (a US physician) refers to the “2nd victim”.

These conversations with patients are difficult. Handled well, they can improve outcomes for all parties and reduce medico legal risk.

There is an increasing research base to show us which behaviours help. We also know that the only training proven to be effective takes a behavioural, skills-based focus – incorporating practice, observation, feedback and further rehearsal.

Course Description

Our seminar introduces some of the most significant research evidence and encourages participants to process it with facilitated discussion. We address all the relevant points in the NPSA “Step 5 – Involve and Communicate with Patients and the Public”.

Group exercises allow the participants to examine some of the important messages, moving to rehearsal of the specific skill areas that will most repay development. Participants will leave the seminar with enhanced skills for these conversations with patients. NB. Our seminar gives each participant significantly more skills rehearsal time than NPSA training (“Being Open” – gold standard).

There is a balance of brief presentation, focused discussion, group work and skills rehearsal – supported by a referenced workbook and moving briskly to retain learner engagement.