CPD for clinical support roles: I manage complaints and critical incidents

Practice evaluation (category 1)

• Participate in a cultural safety activitySee the Support across work roles > Providing a culturally safe practice tab for more information with a view to better understanding cultural safety and implications for your complaints/critical incident management practice. Following this activity, consider undertaking a critical reflection on what you have learnt and what it means for your practice.
• Conduct a practice audit (clinical support) relevant to your scope of practice, for example investigating customer experiences of your complaints handling process or audit a subset of patient complaints to determine what outcomes resulted, with reflection on the effectiveness of your processes.
• Facilitate or participate in an analysing healthcare outcomes (AHO) activity with a small group of colleagues on a published report of outcome data and evidence-based care relevant to your role. Topic examples are in the AHO CPD guideline.
• Participate in a root cause analysis (RCA) or other form of clinical incident review (claimed under incident reporting) organised by your department, unit, group, practice or hospital.

Knowledge & skills (category 2)

• Read peer-reviewed journals or reports relevant to complaints and critical incident management and claim this as journal reading.
• Attend face-to-face or virtual learning sessions relevant to your complaints/critical incident management practice (for example: conferences, podcasts, webinars; see key areas to considerComplaints handling and critical incident management process including responsiveness, transparency, timeliness; Systemic improvements made; Complainants experiences of the process). Claim time spent doing this under learning sessions.
• Attend courses and workshops to develop your incident and/or complaint management skills. Claim time spent doing this under leadership and management skills development.