Conflict, complaints and difficult clinical encounters

Your progress

Saved on this device.

Target exams

Red flags

• An active threat of violence, a weapon or intoxication — withdraw and call security before attempting de-escalation
• A complaint that discloses genuine patient harm — stabilise the child and begin open disclosure at once
• A family treated against the team's advice under coercion — consider safeguarding and capacity
• A clinician in acute distress or at risk after a hostile encounter — remove from the situation and arrange immediate support
• A medical record altered after a complaint or adverse event — never alter, addenda only

Life stages

Care settings

Clinical exam formats

Board mappings

• General and Community Paediatrics
• Professional practice, communication and ethics
• Renewed curriculum — Learning goal 12: Communication and managing difficult encounters
• Professional practice, leadership and quality improvement
• Written assessment of professional practice and managing conflict
• Communication and ethics stations
• Long Cases involving goals-of-care or treatment dispute
• Structured discussion of a difficult encounter or complaint
• 2. Professional skills and knowledge: communication and team working
• Quality improvement, leadership and patient safety themes
• Safeguarding themes
• Foundation of Practice (FOP): professionalism and ethics
• Applied Knowledge in Practice (AKP): complaints and safety
• Communication: managing an angry parent
• History taking and management: a goals-of-care dispute
• General Pediatrics Content Outline — professional conduct and communication
• Patient safety and quality improvement
• Bioethics and conflict resolution
• Interpersonal and Communication Skills
• Professionalism
• Systems-Based Practice: complaints and patient safety
• Communicator
• Collaborator
• Professional
• Leader and Health Advocate
• Pediatrics EPA — managing a difficult family encounter