Masterclass in Complaints Regarding Care

  • Date: 08 January 2020
  • Time: 09:30 - 16:30
  • Category: Surgical 
  • Location: RCSI (TR422) 26 York Street, Dublin 2

This unique masterclass with look at communication strategies to effectively respond and address patients’ and family member’s complaints.

  • Fee: €200
  • CPD credits: 6

Receiving a complaint from a patient or family member can be one of the most stressful aspects of clinical practice. Evidence indicates that the initial response to a complaint is linked to subsequent successful resolution and satisfaction for all concerned. The skills are frequently not intuitive but are easily acquired.

This event will be highly interactive and participant-centred, with a mixture of experiential learning and didactic teaching. It will focus on training and empowering consultants to respond quickly and sensitively to complaints.

Participants will also have the opportunity to practice and share a variety of approaches to this aspect of clinical communication skills using simulation and clinical vignettes.

Group problem solving will seek to address obstacles that participants face in attempting to find satisfactory resolution to complaints, the implications for themselves and their experiences and concerns regarding the topic.

All participants will be given the opportunity to identify how insights from the course can be practically implemented in their specific institutional setting and what they perceive as the most important take home points from the course.


  • Peter Martin is a palliative medicine physician and Professor of Clinical Communication and End-of-Life Care at Deakin University School of Medicine. The is also Director of the Centre for Organisational Change in Person-Centred Healthcare, at Deakin University, Faculty of Health and Regional Director of Palliative Care for Barwon Health.
  • Meg Chiswell is Deputy Director of the Centre for Organisational Change in Person-Centred Healthcare at Deakin University, Faculty of Health.

If you have any queries about this event, please contact cpdss@rcsi.ie.