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NHS Approved Training: Engaging Patients & Families in Complaints under Patient Safety Incident Response Framework (PSIRF) and the Complaints Standards Framework

Training dates throughout the year:

Mon, 13 May 2024
Virtual, Online
Virtual, Online
Thu, 12 Sep 2024
Virtual, Online
Virtual, Online
Mon, 2 Dec 2024
Virtual, Online
Virtual, Online

NHS Framework Approved Training

This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework. But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.

New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.

Knowing things may have gone wrong can feel a heavy burden and a complex emotional situation to be managing. Often, we avoid visiting difficult emotions in others, as well as ourselves, because we don’t feel confident or skilled, or we feel fearful of not doing it perfectly.

The new PSIRF document, Engaging and involving patients, families and staff following a patient safety incident, reports:

'"Engagement leads must have the competencies to actively listen, show openness, demonstrate empathy and create rapport with those affected.'

This means understanding the emotional component. Going beyond compliance. Understanding the story. Remembering our human commonality.

This one-day masterclass will look at the new PSIRF and the Complaints Standards Framework and through real life content, bringing the human focus for the patients, loved ones, and indeed staff to the forefront. It will support staff to explore what compassionate engagement looks like, feels like, and how to communicate it authentically and meaningfully.

In a supportive and relaxed environment, delegates will have the opportunity to gain in depth knowledge of the emotional component, relate to, analyse and realise the significance of and believe in their own abilities in creating practices that not only support the PSIRF but go beyond compliance to be working in a way that supports gaining an optimum outcome for patients, families and staff, in often a less than optimum situation.

Key learning objectives:

  • Feel, analyse, and explore the presence and absence of compassionate engagement within life, trauma, and a healthcare incident and how empathy is the gateway to compassion.

  • Seeing perspectives and understanding emotional motivations and the emotional component recognising vulnerability in others and self.

  • Seeing the bigger picture and having an enquiring mind to understand the story and how the ‘Funnel of Life’ can impact on our ability to engage.

  • Build confidence in the positive impact of compassionate engagement and really being authentically interested in the emotional component to be able to create an optimum outcome in often a less than optimum situation.

  • Explore and have a good grasp of how internal unconscious belief systems, can link through to the outcomes we achieve. We know what works with compassionate engagement, but why do we so often struggle?

  • Explore and analyse biases, judgments, and how a lack of compassionate engagement not only has the potential to cause psychological harm, but can prevent optimum outcomes for the organisation.

  • Realise the significance of authenticity rather than feeling fearful of not doing things perfectly. Examine where can we get emotional information from to support us, even if we are not aware we are doing it!

  • Identify the importance of an enquiring mind and a hypothesis as we try and understand the story that we are aiming to compassionately engage with.

  • Develop understanding of Safeguarded Personal Resolution (SPR ®) to formulate compassionate engagement under PSIRF and the Complaints Standards Framework. 

  • Develop awareness on personal wellbeing and resilience.

Who should attend?

All healthcare professionals wanting to build confidence in compassionately engaging and involving patients, families and loved ones in complaints, particularly engagement leads.


Carolyn, has a background in psychology and counselling, specialising in loss, fear and vulnerability, and conceived C&C Empathy Training from her study and personal experiences of adversity within life, trauma, healthcare incidents, and vulnerability.

Carolyn experienced the loss of a child in a healthcare incident and found many individuals and organisations struggled to understand her lived emotional experience, motivations and needs, impacting on compassionate engagement. This affected wellbeing and the ability for the organisation to really gain understanding and learning and to create an optimum outcome and psychological safe communication. Carolyn works with several healthcare trusts, NHS England, public and private organisations, legal firms, and whose work has the endorsement of the former Chief Coroner following her work on the National Coroner’s Officers Training Programme 2019.

At the core of Carolyn’s work, is her thought-provoking experience, told with honesty and candour, along with humour. This is joined together with her academic study, analysis and her personality, and belief that understanding ‘why’ something needs doing, rather than just ‘what’ needs doing, is vital and supportive in long term positive change for patients and staff wellbeing.

Facilitated by:

Carolyn Cleveland

C & C Empathy Training Ltd

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

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