Managing conflict between doctors and patients

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3 CPD credits*

  • Virtual

As you are aware the UK government has indicated that everyone in the UK should avoid non-essential travel and contact and we are following this advice. As a result we have cancelled all face to face courses and instead offer you half day virtual conflict resolution courses, which can be done online from the comfort of your own home or workplace.

Breakdowns in communication and 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

  • How to recognise the warning signs of conflict.
  • Understanding the pathway of escalation.
  • The impact of conflict on participants' medical practice.
  • Improving your personal approach to managing conflict and building resilience.
  • Strategies and mediation skills for engaging with patients in order to avoid conflict.
  • The mediation process and what it can offer.

This course complements the Managing conflict with colleagues course.

Who should attend?

  • Consultants/specialists
  • GPs
  • Hospital doctors
  • Training grade doctors (GPST1-4 and ST1-8)
  • Foundation doctors (F2 only)
  • Practice managers

*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 3 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 Matthew

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.

Thursday 17 June 2021, 9:00 AM - 1:00 PM Virtual

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