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This masterclass will focus on developing your role as a SIRO (Senior Information Risk Owner) in health and social care. Key learning objectives: Understanding the role of the Senior Information Risk Owner. Identifying Information Risks across the organisation. Working with others to mitigate the risk to patients, staff and organisation. Confidence that all reasonable technical and organisation measure are in place. Giving assurance to the Board that risks have been considered, mitigated or owned. Understand the requirements of external confidence that policies, procedures are in place to deal with Data Breaches. hub members receive a 20% discount. Email info@pslhub.org for discount code. Register

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. 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. Register hub members receive a 20% discount. Email info@pslhub.org for the discount code.

This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams and customer support teams and managers. A highly interactive and effective workshop to improve confidence and consistency in handling complaints, we will demonstrate a simple model to facilitate effective responses, and delegates will have the opportunity to practise the use of our unique AERO approach. With complaint volumes increasing, and individual complaints rising in term of conflict and emotional impact, early resolution and de-escalation are key objectives within healthcare complaints. Mediation is a highly effective alternative dispute resolution approach, and the skills deployed by mediators provide useful tools for diffusing complaint situations arising at the point of delivery/interaction. Developing the skills and confidence to explore perspective, seek to understand the root and true cause of the patients concerns (the complaint ‘iceberg’) and introducing resolution techniques empower teams to increase the chances of achieving a resolution with less detrimental impact on their own and the healthcare team’s wellbeing. Mediation techniques also produce a clearer understanding of the complaint and why the situation escalated. The masterclass explains how mediation works and how techniques can be used effectively within local complaint resolution to develop a person-centred process (for both patient and healthcare professional). Within these key areas, the course will explore how unconscious bias plays a role in complaints and their resolution. A mediation inspired approach to complaint resolution produces invaluable insight to help reduce recurring complaint situations, develop training and development plans and support the teams on the frontline. Key objectives Improved confidence in using mediation techniques to resolve challenging customer complaints. Use of a methodology to improve consistency in successfully addressing challenging customer concerns. Personal Action plan to take back to my role and my team. Register hub members receive a 20% discount. Email info@pslhub.org for the discount code.

This conference focuses on improving practice and patient safety to reduce extravasation Injury, ensuring front line clinicians are aware of the risk of extravasation and how to recognise, treat and escalate extravasation injuries when they do occur. This conference will enable you to: Network with colleagues who are working to reduce extravasation injury. Learn from outstanding practice in recognizing, treating and escalating extravasation injury. Reflect on national developments and learning. Ensure vesicants are administered in the safest way. Develop your skills in training frontline staff to recognise evolving injuries. Understand how you can implement preventative measures. Identify key strategies for improvement. Educate patients to raise alarm and improve consent procedures. Develop protocols to support practice. Understand the role and competencies of the NHS trust lead for extravasation. Ensure effective treatment, and early intervention in severe wounds. Learn from case studies in cancer, maternity, radiology and paediatrics. Ensure you are up to date with the latest legal cases. Self assess and reflect on your own practice. Supports CPD professional development and acts as revalidation evidence. This course provides 5 Hrs training for CPD subject to peer group approval for revalidation purposes. For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/iv-therapy-summit-2023 or email kerry@hc-uk.org.uk Follow on Twitter @HCUK_Clare #IVTherapy hub members receive a 20% discount. Email info@pslhub.org for discount code.

Aimed at Clinicians and Managers, this national virtual conference will provide a practical guide to human factors in healthcare, and how a human factors approach can improve patient care, quality, process, and safety. The conference delves into integrating human factors into healthcare systems and processes, clinical decision making, healthcare system design, quality of patient experience, medication safety, and workload, fatigue, and stress management. Throughout the day, there will be interactive sessions, small breakout groups, and collaborative exercises, fostering a dynamic learning experience. For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/virtual-online-courses/a-practical-guide-to-human-factors-in-healthcare or email kate@hc-uk.org.uk hub members receive a 20% discount. Email info@pslhub.org for discount code. Follow on Twitter @HCUK_Clare #HumanFactors

In a two-part blog for the hub, Dawn Stott, Business Consultant and former CEO of the Association for Perioperative Practice (AfPP), talks about the strategies that can help you develop cultural change in your organisation. In part one, Dawn set out the steps to develop a programme of change to support you to achieve good solutions. In part two, Dawn gives you tips on how to assess the culture of your organisation and establish a programme of standardisation.

Learn how the SIRO, CG and DPO should work together to ensure that organisational and technical measures are in place to protect the privacy of patient and service user data. Data Protection and Information Security measures and associated risk are considered risks mitigated where appropriate and reasonable. How legislation impacts on each of the roles. We will look at the roles and how they should work together and not in isolation. These 3 roles are referenced in the NHS Data Security & Protection Toolkit each having responsibility & accountability but there is synergy in the roles. These are important roles in assessing overall risks and issues of information sharing internally and externally. It will be beneficial for all three from an organisation to attend the course (although individual roles can attend) Register

Learn how the SIRO, CG and DPO should work together to ensure that organisational and technical measures are in place to protect the privacy of patient and service user data. Data Protection and Information Security measures and associated risk are considered risks mitigated where appropriate and reasonable. How legislation impacts on each of the roles. We will look at the roles and how they should work together and not in isolation. These 3 roles are referenced in the NHS Data Security & Protection Toolkit each having responsibility & accountability but there is synergy in the roles. These are important roles in assessing overall risks and issues of information sharing internally and externally. It will be beneficial for all three from an organisation to attend the course (although individual roles can attend) Register

This intensive masterclass will provide in-house Root Cause Analysis training in line with The NHS Patient Safety Strategy (July 2019). The course will offer a practical guide to Root Cause Analysis with a focus on systems-based patient safety investigation as proposed by the forthcoming National Patient Safety Incident Response Framework which emphasises the requirement for investigations to be led by those with safety investigation training/expertise and with dedicated time and resource to complete the work. This course will include an opportunity for learners to gain a Level 3 qualification (A level equivalent) in RCA skills (2 credits / 20 hours) on successful completion of a short-written assignment. This one-day course is designed to provide delegates with the key skills and knowledge that they will require to conduct Root Cause Analysis effectively. The course content walks learners through the seven-key stages to conducting a high-quality Root Cause Analysis investigation. It pays particular attention to planning and managing investigations, interviewing staff, mapping information, using appropriate analysis tools to establish contributory factors, plus focus on creating fit-for-purpose action plans and final reports. It advocates Root Cause Analysis as a teambased approach and concur with NHS Improvement’s 2018 statement ‘investigations must be led by trained investigators with the support of an appropriately resourced investigation team’. The course is facilitated by Tracy Ruthven and Stephen Ashmore who have significant experience of undertaking patient safety reviews in healthcare. They were commissioned to write a national RCA guide by the Healthcare Quality Improvement Partnership. This course supports CPD professional development and acts as revalidation evidence. This course provides 5 Hrs training for CPD subject to peer group approval for revalidation purposes. Register hub members receive a 20% discount. Email info@pslhub.org for discount code.