Managing conflict between doctors and patients

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6 CPD credits

  • Virtual course
  • Virtual course
  • Virtual course
  • Virtual course
  • Virtual course

This as a full-day virtual course.

Breakdowns in communication, trust and ever-increasing expectations of treatment and care can result in conflict. The impact on all those involved in terms of time and emotion can be enormous.

This course is designed to help healthcare professionals understand how and why conflicts can arise between themselves and patients and their families, as well as what they can do to try and resolve them.

Course content

  • The impact and context of conflict between doctors and patients.
  • Causes and warning signs of conflict.
  • The pathway of escalation.
  • Different perspectives in conflict.
  • Improving your personal approach to managing conflict and building resilience.
  • The mediation process.
  • Preparing for a mediated meeting. 

Who should attend?

  • Consultants/specialists
  • GPs
  • Hospital doctors
  • Training grade doctors (GPST1-4 and ST1-8)
  • Foundation doctors (FY2 only)
  • Practice managers

Accreditation approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.


Sarah Barclay

Sarah Barclay BA (Hons) MA, accredited mediator

Director, The Medical Mediation Foundation

Sarah is the founder of The Medical Mediation Foundation which provides mediation and training in managing conflict in the healthcare sector to a wide range of NHS hospitals and internationally. She is an accredited mediator and also Co-Director of The Evelina Resolution Project, which provides mediation and conflict management training to clinical and non-clinical staff at the Evelina London Children’s Hospital. 

In 2014 Sarah was voted an “NHS Innovator” by The Health Service Journal for her work on the Evelina project. She has a Masters degree in Medical Law and Ethics from King’s College London and is a former award winning BBC social affairs presenter. In 2018, The Medical Mediation Foundation won Mediation Programme of the Year in the National Mediation Awards for its work on the Evelina Resolution Project.

Oscar Mathew

Oscar Mathew MA(Hons), barrister (Middle Temple), accredited mediator

Director, mediator & trainer, The Medical Mediation Foundation

Oscar is a qualified barrister, mediator and door tenant of Lamb Chambers in Middle Temple. He has a background in regulatory and public law, with a particular interest in medical law and ethics. 

Prior to his work with The Medical Mediation Foundation, Oscar was a senior legal adviser to the GMC, overseeing judicial reviews and statutory appellate work in the High Court, and had conduct of the Supreme Court case of Montgomery v Lanarkshire Health Board [2015] UKSC 11, one of the most significant medical law cases in the last 25 years. 

His work for The Medical Mediation Foundation includes teaching, mediating and team facilitation for healthcare teams experiencing conflict.

Dr Gaynor Whiter

Dr Gaynor Whiter

MDU medico-legal adviser

Gaynor graduated from Cambridge University in 1989 and worked as an obstetric and neonatal SHO, before commencing training in anaesthetics. In 1997, she qualified also as a solicitor and with the dual qualification worked in legal practice defending pharmaceutical product liability actions, and assisting doctors and other healthcare professionals with regulatory and clinical negligence cases. In 2011, Gaynor joined the MDU and has continued to assist doctors as a medicolegal adviser since then.

Tuesday 30 April 2024, 9:00 AM - 4:30 PM Virtual course

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Thursday 13 June 2024, 9:00 AM - 4:30 PM Virtual course

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Tuesday 24 September 2024, 9:00 AM - 4:30 PM Virtual course

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Thursday 21 November 2024, 9:00 AM - 4:30 PM Virtual course

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  • Consultant, Devon
  • 29 January 2020 3:28PM

Well planned content and very well delivered.

  • GP, Cowbridge
  • 29 January 2020 3:26PM

excellent, relaxed delivery, interactive and practical, thank you!

  • Consultant, Coventry
  • 29 July 2019 4:02PM

Good coverage of seeing other perspectives & steps of conflict generation and de-escalation

  • Training grade doctor, Banstead
  • 22 May 2019 9:25AM

Most if not all doctors would benefit from this course. Active listening and Basic tools for mediation explored. New perspective taking into account a 360 degree point of view.

  • GP, Oxted
  • 22 May 2019 9:22AM

Good sensible insight in to conflict and mediation which I can use in everyday practice

  • Consultant, Grantham
  • 8 January 2019 9:27AM

Very thought provoking and will definitely change my clinical practice

  • Paediatric registrar, London
  • 23 April 2018 2:03PM

Interactive and provided interesting insight into conflict resolution and mediation skills.

  • GP, Nottingham
  • 23 April 2018 1:58PM

A very useful reminder of some key points to consider in conflict situations and an introduction to mediation.