Getting it right - navigating problems in practice

Future dates for this course will be announced.

We are offering this as a virtual course.

You never know how a clinical contact might develop. Innocuous contacts can spiral out of control unexpectedly, even if you weren't aware that it didn't go well for the patient.

This interactive course for GPs and practice managers highlights the processes and investigations that can arise from a single clinical incident, as well as how to get it right when things go wrong.

Along with providing techniques to help you deal with these situations, there will be an opportunity for discussion and group work.

The case study in this course focuses on the NHS complaints procedure in England.

Course content

  • Recognising and managing complaints
  • Multiple jeopardy
  • Responding to online criticism
  • Anticipating and de-escalating conflict
  • Removing patients from practice lists
  • Steps to take when issues arise about the care of patients

Who should attend?

  • GPs
  • Practice managers



Dr Jerard Ross

MDU medico-legal adviser

Jerard graduated from the University of Aberdeen in 1994. He then moved into surgical training in Edinburgh before completing his M.D. at the University of Manchester. Before joining the MDU he was a consultant in adult and paediatric neurosurgery in Edinburgh where he was the surgeon to the Scottish National Paediatric Epilepsy Programme.

James Godber

James Godber

MDU senior learning and development officer

James designs and delivers training across the organisation from induction programmes to management skills, and trains staff at every level of the organisation - from new staff to members of the board. He also champions raising awareness of equality, diversity and unconscious bias and delivers these courses to MDU members.

Dr Clare Sweeney

Dr Clare Sweeney

MDU medico-legal adviser

Clare graduated from Queen's University in Belfast in 1990 and trained as a GP. Before joining the MDU she worked as a GP partner for over 20 years. She completed a Master's Degree in Medical Law in 2014. Clare has a special interest in the legal and ethical aspects of end of life care.


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  • GP, London
  • 29 January 2020 2:44PM

Very informative, reassuring as well as providing a wake up call.

  • GP, Welling
  • 29 January 2020 2:24PM

It was a really great course; I learnt so much and it was so relevant to general practice. The case study was so helpful to work through.