Conflict Management

From July 04, 2018 09:30 until July 04, 2018 13:00
Categories: Receptionists, Pharmacists

Date: 4th July 2018

Time: 9.15 Registration 9.30 - 13.00


Kingsley Suite
Imperial Hotel
Taw Vale Parade
EX32 8NB

Overview: Receptionists are often the first point of contact in general practice for patients when it comes to ordering their repeat medications or when they have a prescription related query. Often receptionists and administrative staff play a ‘hidden’, but crucial role in the highly complex process of repeat prescribing.

Objectives:  In this Managing Conflict session, we consider how and why conflict may arise between the staff members and the patients or their carers around medication and prescriptions, and consider ways to manage this.

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share her experience from pharmacy practice – and all participants will have an opportunity to practice their conflict resolution skills.

The programme is devised to look at why items are restricted for prescribing on the NHS:

  • Conflict Management in the context of medicines and prescriptions
  • Local medicines policies in Devon
  • What are the 'blacklist' and 'borderline substances (ACBS)' lists?
  • What items should currently not be prescribed - the NHS blacklist?
  • What items are currently on the 'borderline substances (ACBS)' list?
  • What are the new items that should not routinely be prescribed in primary care?

Furthermore, learners will be given time to discuss some of the common problems that they regularly experience or expect to experience when implementing the guidance and to develop their customer care and conflict resolution skills, to network with their peers and to develop action plans that can be implemented in their workplaces.

Successful Conflict Management is reliant on the following principles:

  1. Robust protocols agreed by both clinical and non-clinical staff, which clearly outline the responsibilities of each and when escalation to a clinical member of the team is required.
  1. Continuing audit of activity and outcomes including complaints and significant or serious incidents.

Training Recommendations: all staff who wish to undertake the Conflict Management:

  • Should be experienced GP Practice staff or pharmacy staffand understand the course outcomes.
  • Will have to demonstrate how they have applied the skills and knowledge gained back in their workplaces and their work will be audited and monitored on an ongoing basis back in the practice.

Practice requirements: all practices who wish to send staff to attend the Conflict Management session should:

  • Commit to allowing the staff member time to attend the training course.
  • Ensure that robust protocols are developed and agreed by both clinical and non-clinical members of the team, which clearly identifies the responsibilities of each and when it is necessary for the non-clinical member staff member to escalate up to the clinical staff member.
  • Understand that implementation must be continually monitored, audited and significant or critical events reviewed, reflected upon and actioned appropriately.


9.15        Registration

9.30        Welcome

9.35        Icebreaker

9.40        Learning objectives

  • Overview of the Learning outcomes
  • What is Conflict Management
  • Why are items restricted for prescribing on the NHS?
  • The impact on General Practice & pharmacy

9.50        Quiz

10.00   Brief overview of the current 'blacklist' and 'borderline substances (ACBS)' lists?

10:15    What are the new items that should not routinely be prescribed in primary care?

  • Discussion of each item in turn taking into account:

- Evidence base for the decision

- Any safety alerts related to the drug

- Current prescribing costs

- Recommendations

- Suitable alternatives and their cost comparisons

10:45     Conditions for which OTC medicines should be prescribed on the NHS


  • Discussion of each item in turn taking into account:

- Rationale for the decision

- Current prescribing costs

- Suitable alternatives and their cost comparisons

- ‘Alarm Bell’ symptoms

11:15  BREAK

11:30     Conflict Management – a practical session

Practical exercises that will require the attendees to think about a situation that they have previously encountered and to think about how they dealt with it and what they would do differently.

11.45     Managing Conflict

  • What is conflict?
  • Causes of conflict
  • Recognising the signs of conflict
  • Verbal and non-verbal communication
  • ‘Parent – Adult – Child’ model
  • Breakdown in communication and how to recognise this
  • Resolving conflict
  • Dealing with difficult behaviours
  • When conflict resolution doesn’t work
  • Practical exercise
  • Summary
    • Managing Conflict – Attendee Role Play

Attendees role play patient situations – critique from the room and following a discussion in the room of how they felt it went etc. The session will be very interactive. Participants will have an opportunity to practice their conflict resolution skills and will be given tips and techniques.

12.45     Questions & Summary

12.55     Feedback

1.00        CLOSE


This session will be delivered by Practice Managers Association


Free Course