What you will learn in this course

By the end of this session you will be able to: • Define ‘duty of care’ • Describe dilemmas that may arise between the duty of care and an individual’s rights • Describe who to ask for advice and support in handling comments and complaints • Describe how to recognise adverse events, incidents, errors and near misses • Explain what they must and must not do in relation to adverse events, incidents, errors and near misses • List the legislation and agreed ways of working in relation to reporting any adverse events, incidents, errors and near misses • List the factors and difficult situations that may cause confrontation • Describe how to assess and reduce risks in confrontational situations