Medical Council · NMBI · Dental Council · PSI · CORU · Complaint or fitness to practise inquiry

Effective Communication for Healthcare Professionals when you face a complaint to your regulator or a fitness to practise inquiry about how you communicated

The complaint is about how something was said — or what was not said.

Dismissive — a patient or a family left feeling unheard, rushed or talked down to
Explanation — a diagnosis, a risk or a plan not explained in words the patient understood
Bad news — a difficult conversation held without preparation, privacy or time
After an error — an adverse event explained defensively, late or not at all
Handover — information lost at handover, or a concern not escalated
In writing — an email, a letter or a note whose tone or content became part of the complaint
Boundaries — a boundaries concern with a patient or a colleague: over-familiar, personal or informal contact
Any other concern — about how you communicated, in person, in writing or online

Facing a complaint or a fitness to practise inquiry about communication — before the Medical Council, NMBI, the Dental Council, the Pharmaceutical Society of Ireland or CORU?

This course is for a healthcare professional facing a complaint or a fitness to practise inquiry about how they communicated. This course helps you remediate — and show the remediation, with a dated certificate for your written response, your reflection, an undertaking or an inquiry.

Buy this course — €100 (€70 with Bulk Buy 10) Bulk Buy — from €70 a course

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Immediate access · certificate on completion · twelve months' access

2 CPD hours
Self-paced
Written for Ireland
CPD certificate
From €70 a course (Bulk Buy of 10)

Our team

Dr Shehzad IqbalFounder, course author and facilitatorMBBS, MRCS, MRCGP
Dr Mo MirzaCourse facilitatorMedically trained, UCL London
Ludmila UpenieceBusiness development and supportPsychology, UEL London

At a glance

Who it is for: Any healthcare professional in Ireland facing a complaint, an incident review, a preliminary decision or a fitness to practise inquiry about communication with patients, families or colleagues, in person, in writing or online
Regulator covered: Applies to practitioners registered with the Medical Council, the Nursing and Midwifery Board of Ireland (NMBI), the Dental Council, the Pharmaceutical Society of Ireland (PSI) or CORU
Length: 10 sections, 81 lessons, 2 CPD hours
Format: Self-paced, online, immediate access, twelve months from purchase
Certificate: Certificate issued by Healthcare Ethics Courses on completion, dated, with the course title and 2 CPD hours
Price: €100 · from €70 a course (Bulk Buy of 10)

Certificate issued by Healthcare Ethics CoursesRemediation courses for regulatory processes.

2CPD hours, issued by Healthcare Ethics Courses

10Sections, nine closing with a reflective quiz

81Lessons, plus a post-course assessment

€100 (€70 with Bulk Buy 10)One off. Twelve months' access

The certificate you will receive

Sample certificate of continuing professional development for Effective Communication for Healthcare Professionals, issued by Healthcare Ethics Courses, showing the name John Smith, 2 CPD hours and a date of completion, marked SAMPLE — Sample. Your certificate carries your name, the course title and the date you complete the course.

How healthcare professionals use it

With a written response to your regulator or its preliminary committee, alongside a reflection
When an undertaking or a consent is discussed, or in your evidence to an inquiry committee
As a dated record of remediation for the regulator when sanction is considered

Buy this course — €100 (€70 with Bulk Buy 10)

Who this course is for

A complaint about your manner or attitude

A patient or a family says you were dismissive, rushed or disrespectful, even though the care itself is not in question. Sections 2 and 3 cover respect, active listening, checking understanding and responding to emotion.

After a difficult conversation went wrong

Bad news, an unexpected complication, an angry relative. Section 4 covers preparation, communicating during adverse events, managing strong emotion and conflict, and communicating uncertainty honestly.

Named in an incident review

A handover that lost information, a concern not escalated, a disagreement within the team. Section 5 covers structured handover, escalation, communicating across professions and managing conflict professionally.

Facing a complaint to your regulator

The Medical Council, NMBI, the Dental Council, the PSI or CORU has written to tell you of a complaint. Your first written reply is where how you communicate is first read, and the course gives it a structure you can follow under pressure.

Facing a fitness to practise inquiry

The complaint has gone to a Fitness to Practise Committee, a Professional Conduct Committee or a Health Committee. Remediation completed before the hearing, dated and documented, is evidence you can put before the committee and the regulator.

Under an undertaking, conditions or a sanction

An undertaking you have given, conditions on your registration or a sanction may ask you to show what you have done to address the concern. The certificate is dated and records 2 CPD hours, and the course shows the other evidence that sits beside it.

The concerns this course speaks to

Feeling unheard or dismissed

Interrupted, rushed, a concern brushed aside. Section 2 covers active listening, respect, dignity and empathy, and Section 3 rapport, responding to questions and emotions, and checking understanding rather than assuming it.

Explanations and consent

Jargon, understanding not checked, a risk not explained. Section 1 covers informed consent as an ongoing communication process, Section 2 plain language and shared decision-making, and Section 3 communicating risk and uncertainty without false reassurance.

Difficult conversations and adverse events

Bad news delivered in a corridor, a complication explained defensively. Section 4 covers preparation, honest explanation, an apology where appropriate, managing anger and distress, and supporting yourself after a hard conversation.

Handover and escalation

A pending result not passed on, a deteriorating patient not escalated. Section 5 covers structured handover, accuracy and completeness, escalation, psychological safety, and communication across professions.

Conflict within the team

A disagreement about care that became personal or unprofessional. Section 5 covers managing disagreement by focusing on patient safety, communicating calmly, and seeking senior or independent input.

Written and digital communication

An email with a sarcastic tone, clinical advice by personal message, a video consultation without its limits explained. Section 6 covers written communication and documentation, and Section 7 email and messaging, telemedicine and social media.

Professional boundaries with a patient or a colleague

Over-familiar language, clinical questions answered on a personal account, a colleague spoken to without respect. Section 2 covers professional boundaries in communication and courtesy to every patient, family member and colleague, and Section 7 boundaries in digital communication.

Vulnerable patients and interpreters

A patient with a language barrier, a sensory difficulty or a mental health difficulty not given what they needed to understand. Section 3 covers communicating with vulnerable patients and reasonable adjustments, and Section 2 interpreters and health literacy.

Facing a complaint to your regulator or a fitness to practise inquiry? This course helps you remediate — and show it.

Buy this course — €100 (€70 with Bulk Buy 10)

What the course covers

Ten sections and 81 lessons, with a reflective quiz closing each of the first nine and a post-course assessment at the end.

Section 01

Introduction — Why Effective Communication Matters in Irish Healthcare

Eight lessons

Section 02

Core Principles of Effective Communication in Healthcare

Nine lessons

Section 03

Communicating Effectively with Patients and Families

Nine lessons

Section 04

Communication in Difficult and High-Risk Situations

Nine lessons

Section 05

Team Communication, Handover, and Escalation

Nine lessons

Section 06

Documentation and Written Communication

Nine lessons

Section 07

Digital Communication and Professionalism

Nine lessons

Section 08

Reflection, Insight, and Remediation Following Communication Lapses

Eight lessons

Section 09

Applying Effective Communication to Daily Practice

Nine lessons

Section 10

Conclusion and Key Takeaways

Two lessons, Conclusion and Key Takeaways, and the post-course assessment

Show every lesson title

Section 01 · Introduction — Why Effective Communication Matters in Irish Healthcare: What Is Effective Communication in Healthcare?; Why Effective Communication Is Essential for Patient Safety; Why Communication Matters to Patients and Families; Communication and Informed Consent; Communication as a Regulatory Requirement in Ireland; Communication, Trust, and Complaints; Communication in High-Pressure and Challenging Situations; Communication as Part of Professional Identity.
Section 02 · Core Principles of Effective Communication in Healthcare: Honesty and Transparency; Clarity and Plain Language; Active Listening; Respect, Dignity, and Empathy; Shared Decision-Making; Professional Boundaries in Communication; Consistency and Accuracy; Cultural Sensitivity and Inclusivity; Regulatory Expectations in Ireland.
Section 03 · Communicating Effectively with Patients and Families: Establishing Rapport and Trust; Explaining Information Clearly and Accurately; Checking Understanding; Communicating Risk and Uncertainty; Involving Families and Carers Appropriately; Communicating with Vulnerable Patients; Responding to Questions, Concerns, and Emotions; Managing Difficult Conversations; Regulatory Expectations in Ireland.
Section 04 · Communication in Difficult and High-Risk Situations: What Are Difficult and High-Risk Communication Situations?; Preparing for Difficult Conversations; Communicating During Adverse Events and Errors; Managing Strong Emotions and Distress; Dealing with Anger, Complaints, and Conflict; Communicating Uncertainty and Limitations; Communication Under Time Pressure; Supporting Yourself During Difficult Conversations; Regulatory Expectations in Ireland.
Section 05 · Team Communication, Handover, and Escalation: Why Team Communication Matters in Healthcare; Shared Responsibility and Psychological Safety; Clear and Structured Handover; Accuracy and Completeness of Information; Escalation of Concerns; Communicating Across Professional Boundaries; Managing Disagreement and Conflict Within Teams; Documentation and Team Communication; Regulatory Expectations in Ireland.
Section 06 · Documentation and Written Communication: Why Documentation Matters in Healthcare; Documentation as a Professional and Regulatory Requirement; Characteristics of Good Clinical Documentation; Common Documentation Errors and Risks; Documenting Communication with Patients and Families; Written Communication with Colleagues and Services; Digital Records and Electronic Systems; Documentation During Complaints and Investigations; Regulatory Expectations in Ireland.
Section 07 · Digital Communication and Professionalism: What Is Digital Communication in Healthcare?; Professional Standards Apply Equally Online; Confidentiality and Data Protection; Email and Messaging Etiquette; Telemedicine and Remote Consultations; Social Media and Online Presence; Boundaries in Digital Communication; Documentation of Digital Interactions; Regulatory Expectations in Ireland.
Section 08 · Reflection, Insight, and Remediation Following Communication Lapses: Why Reflection, Insight, and Remediation Are Critical; Reflection: Analysing What Happened and Why; Insight: Recognising Seriousness and Taking Responsibility; Remediation: Turning Learning into Action; Evidence: Demonstrating Change Credibly; Common Weak vs Strong Responses; Embedding Learning Into Ongoing Practice; Regulatory Expectations in Ireland.
Section 09 · Applying Effective Communication to Daily Practice: Communication as a Daily Professional Habit; Routine Patient Interactions; Managing Expectations Clearly; Communication Within Teams; Documentation as Part of Daily Communication; Digital Communication in Everyday Practice; Learning From Feedback; Maintaining Communication Quality Under Pressure; Regulatory Perspective in Ireland.
Section 10 · Conclusion and Key Takeaways: Conclusion; Key Takeaways.

How to respond to a complaint about communication

Whether it is read by the patient, your employer, the preliminary committee or an inquiry committee, a response to a communication complaint is itself a piece of communication, and is read that way. These are the four parts to set out, and what the course gives you for each.

A complaint about how you spoke is answered by how you write: plainly, and without the tone you are apologising for.

The experienceWhat the patient or family felt, acknowledged before anything is explained.Sections 3 and 4 cover acknowledging emotion and responding without defensiveness.
The lapseWhat was said or not said, specifically, and the standard it did not meet.Section 8 covers reflection: a factual description, contributing factors and the standard engaged.
InsightWhy it happened — time pressure, assumptions, tone — owned without excuses.Section 8 covers insight and the weak responses to avoid: it was busy, others do this.
The changeSpecific techniques, used and checked: teach-back, structured handover, feedback.Section 8 covers targeted remediation and evidence — and this course is a dated item for it.

It was busy describes the day; it does not answer the patient.

Take advice from your indemnifier, your union or professional body, or a solicitor before you respond to anyone.

Facing a complaint to your regulator or a fitness to practise inquiry? This course helps you remediate — and show it.

Buy this course — €100 (€70 with Bulk Buy 10)

How this course helps with a complaint or fitness to practise inquiry

Communication in Irish fitness to practise cases

Communication was a theme in 39% of the 151 fitness to practise cases CORU concluded in 2022 to 2024 (trends report). In 2024, behaviour (manner and attitude) was one of the two largest categories among the 50 complaints the PSI’s Preliminary Proceedings Committee considered, with 10 (PPC Annual Report 2024). The course treats communication as a professional duty in every setting, from the consultation to the email (Sections 2 to 7).

Insight and remediation are weighed

The Medical Council’s Guidance on Sanctions says a practitioner may present evidence about how they have addressed issues or concerns, including mentoring or coaching, and NMBI’s Guidance on Sanctions lists remedial action among mitigating factors. Section 8 covers the evidence that shows a change in communication: CPD with reflective summaries, audits of documentation or handover, supervisor or mentor reports, and patient or colleague feedback. For the stages from the first letter to the High Court, see the fitness to practise process in Ireland, explained.

Read the primary sources

Buy this course — €100 (€70 with Bulk Buy 10)

Who wrote it

Dr Shehzad Iqbal

Course author and facilitator, Healthcare Ethics Ireland

Dr Iqbal wrote this course. He combines clinical practice with a formal postgraduate qualification in healthcare law and ethics, and has worked with registrants across the regulated health professions, online and face to face, since 2020.

He founded Probity & Ethics in the United Kingdom in 2020 and Healthcare Ethics Courses, which issues the certificates, in 2025. More about us.

MBBS · MRCS · MRCGP · Postgraduate Certificate in Healthcare Law and Ethics, University of Dundee

Written and reviewed by Dr Shehzad Iqbal. Last reviewed 22 October 2026.

In short

Effective Communication for Healthcare Professionals is a two-hour, self-paced remediation course for healthcare professionals in Ireland — registered with the Medical Council, NMBI, the Dental Council, the Pharmaceutical Society of Ireland or CORU — who face a complaint, an incident review, a preliminary decision or a fitness to practise inquiry about how they communicated. It explains why communication matters to patient safety, consent and trust; sets out its core principles — honesty, clarity, active listening, respect, shared decision-making, boundaries, consistency and inclusivity; covers communicating with patients and families, including vulnerable patients and difficult conversations; communication in difficult and high-risk situations, from adverse events to anger and time pressure; team communication, handover and escalation; documentation and written communication; digital communication, telemedicine and social media; reflection, insight and remediation after a communication lapse; and communication as a daily habit. Ten sections, the first nine closing with a reflective quiz, a post-course assessment, and a dated certificate from Healthcare Ethics Courses. It is remediation and dated evidence of it; it decides no complaint, and it is not a substitute for advice from your indemnifier, your union or professional body, or a solicitor.

Why a communication complaint is a professional matter

A complaint about communication can arise where the clinical care was appropriate — and it is still about professional conduct. The course treats communication as conveying information clearly, accurately and compassionately while listening and responding: verbal and non-verbal, written, and digital. Patients judge care by whether they felt heard and informed; teams depend on handover and escalation; and a record that does not match what was said leaves a dispute with nothing to settle it.

The course takes the view that disrespectful or dismissive communication may itself be unprofessional conduct, and that pressure does not remove the duty to communicate clearly and respectfully. It sets out what a credible change looks like: specific, practised techniques and evidence that patients and colleagues notice the difference.

In a written response, describe the conversation as the patient experienced it, say what you would say now, and show the evidence that you now say it.

What these words mean

The three terms that decide where a complaint goes, and the words the course is built on.

Preliminary Proceedings Committee: The committee of the Medical Council, NMBI, the PSI and CORU that looks at a complaint before any inquiry: it may take no further action, suggest mediation, conclude the matter with an undertaking or a consent where its Act allows, or refer the complaint to an inquiry. Under the Dentists Act the Fitness to Practise Committee considers whether there is a prima facie case.
Fitness to practise inquiry: The hearing stage: before the Fitness to Practise Committee at the Medical Council, NMBI and the Dental Council, and before the Professional Conduct Committee or the Health Committee at the PSI and CORU. Any sanction heavier than an advice, admonishment or censure takes effect only when the High Court confirms it.
Professional misconduct: A ground under all five Acts — of a complaint under four of them, and of an application for an inquiry under the Dentists Act. The Dental Council describes it as a serious falling short in the standards expected of a dentist; the PSI as behaviour that goes against its Code of Conduct for registered pharmacists; CORU as any act, omission or pattern of conduct that breaches the Code.

Active listening, handover and the other terms the course uses

Active listening: Giving full attention, allowing time to speak, not interrupting, and clarifying and summarising what was said.
Checking understanding: Asking the patient to summarise or explain back the information or plan, and correcting any misunderstanding at once.
Teach-back: A structured way of checking understanding by asking the patient to explain the plan in their own words; the course names it among the tools of remediation.
Shared decision-making: Involving the patient as a partner: options, risks, benefits and alternatives explained, values and preferences explored, and time for questions.
Structured handover: The transfer of responsibility with clear patient identification, current status, outstanding tasks and risks, and explicit responsibility for follow-up.
Escalation: Raising a concern when a patient’s condition, safety or care plan needs urgent review: deterioration, uncertainty, disagreement or a staffing risk.
Psychological safety: A team in which members can speak up without fear of blame or ridicule, and senior staff encourage openness.
Remediation: Practical steps to prevent a communication lapse recurring: relevant, proportionate, sustained over time and verifiable.

The Acts a complaint is made and decided under

Ireland’s five health regulators each work under their own Act, all five amended by the Regulated Professions (Health and Social Care) (Amendment) Act 2020. These are the sections that say who may complain, on what grounds, and who looks at the complaint first.

Medical Council — Medical Practitioners Act 2007, section 57

A person, including the Council, may complain to the chief executive officer. The grounds include professional misconduct, poor professional performance, a relevant medical disability, and a failure to comply with a condition, an undertaking or a consent. The chief executive officer looks at the complaint first, an Authorised Officer may gather the facts, and the Preliminary Proceedings Committee decides whether there is enough cause to take further action. Read it.

For this course: Section 4 covers communicating during adverse events, and Section 8 insight after a communication lapse.

NMBI — Nurses and Midwives Act 2011, section 55

A person, including the Board, may complain to the chief executive officer. The grounds include professional misconduct, poor professional performance, non-compliance with a code of professional conduct, a relevant medical disability, and an irregularity in relation to the custody, prescription or supply of a controlled drug. A Preliminary Proceedings Committee, assisted by a case officer, may refer a complaint to the Fitness to Practise Committee for a sworn oral inquiry. Read it.

For this course: Section 5 covers handover and escalation, and Section 3 communicating with patients and families.

Dental Council — Dentists Act 1985, section 38

The Council or any person may apply to the Fitness to Practise Committee for an inquiry, on grounds that include alleged professional misconduct and alleged unfitness to practise by reason of physical or mental disability. The Fitness to Practise Committee considers whether there is a prima facie case, and if there is, it holds the inquiry. Read it.

For this course: Section 3 covers explaining risk and uncertainty, and Section 1 consent as a communication process.

Pharmaceutical Society of Ireland — Pharmacy Act 2007, section 35

A complaint may be made in writing by or on behalf of any person, or by the registrar. The grounds include professional misconduct, poor professional performance, the effect on practice of a physical or mental ailment, emotional disturbance, or alcohol or drug addiction, and a failure to comply with a condition or an undertaking. The PSI separates a concern from a statutory complaint, which is for issues of a serious nature; its Preliminary Proceedings Committee may refer a complaint to a committee of inquiry or to mediation. Read it.

For this course: Behaviour (manner and attitude) was one of the two largest categories of complaint the PSI’s committee considered in 2024; Sections 2 and 3 cover respect and listening.

CORU — Health and Social Care Professionals Act 2005, section 52

A complaint may be made to the Council by or on behalf of any person, or by a registration board. The grounds include professional misconduct, which CORU describes as any act, omission or pattern of conduct that breaches the Code, and poor professional performance. The Preliminary Proceedings Committee screens out complaints that are trivial, vexatious, without substance or made in bad faith; the Professional Conduct Committee deals with conduct or competence, and the Health Committee with whether a registrant’s health is affecting their ability to practise. Read it.

For this course: Communication was a theme in 39% of the cases CORU concluded in 2022 to 2024; Section 8 covers reflection and remediation.

Also engaged: Sanctions — advice, admonishment or censure, conditions, suspension and cancellation (erasure under the Dentists Act): Medical Practitioners Act s.71, Nurses and Midwives Act s.69, Dentists Act ss.39 to 41, Pharmacy Act s.48, Health and Social Care Professionals Act s.66 · High Court confirmation — the heavier sanctions take effect only when the High Court confirms them; an advice, admonishment or censure on confirmation or once the appeal window of 21 or 30 days passes without an appeal · The 2020 Act — the Regulated Professions (Health and Social Care) (Amendment) Act 2020, which amended all five Acts in stages from 2021 to 2025.

What happens after a complaint reaches an Irish regulator

Each regulator has its own Act and its own names for the stages, and your letter tells you which stage you are at. At each of them the same three things are worth showing in writing: that you see what went wrong, that you understand it against your regulator’s code, and what you have changed, with dated evidence.

The complaint and the grounds
Anyone may complain, including the regulator itself. Under the Medical Practitioners Act and the Nurses and Midwives Act the complaint goes to the chief executive officer; under the Pharmacy Act it may be made by or on behalf of any person or by the registrar; under the Health and Social Care Professionals Act by or on behalf of any person or by a registration board. Under the Dentists Act the Council or any person applies to the Fitness to Practise Committee for an inquiry. Professional misconduct is a ground of complaint under the other four Acts, and a ground for an application for an inquiry under the Dentists Act.
The preliminary stage
The Medical Council, NMBI, the PSI and CORU each have a Preliminary Proceedings Committee. At the Medical Council the chief executive officer looks at a complaint first and may assign an Authorised Officer, and the committee decides whether there is enough cause to take further action. At NMBI the committee may refer a complaint to the Fitness to Practise Committee for a sworn oral inquiry, or suggest mediation or informal resolution; at the PSI it may refer a complaint to a committee of inquiry or to mediation; at CORU it screens out complaints that are trivial, vexatious, without substance or made in bad faith. Under the Dentists Act the Fitness to Practise Committee considers whether there is a prima facie case.
Undertakings, consents and mediation
A complaint can be concluded by agreement in some cases. At the Medical Council’s preliminary stage a doctor may be asked to undertake not to repeat the conduct, or to consent to censure (2025 procedures). At NMBI in 2024, 12 undertakings or consents concluded matters at the preliminary stage and the Fitness to Practise Committee recommended 32 (State of Complaints 2024). Undertakings were the largest single Committee of Inquiry outcome in the cases CORU concluded in 2022 to 2024: 13, against 7 censures (trends report). In 2024 the Dental Council accepted undertakings from a dentist instead of making a High Court application (Annual Report 2024). Mediation at NMBI and CORU needs the consent of both sides.
The inquiry
The inquiry committee is the Fitness to Practise Committee at the Medical Council, NMBI and the Dental Council, and the Professional Conduct Committee or the Health Committee at the PSI and CORU. At NMBI allegations against a nurse or midwife must be proven beyond reasonable doubt. Medical Council inquiries are held in public unless the Council decides on a hearing in private or part private (Medical Council); CORU says its Professional Conduct Committee hearings are normally held in public and its Health Committee hearings normally in private.
The sanction and the High Court
Sanctions run from advice, admonishment or censure (admonishment or censure at the PSI and CORU) through conditions and suspension to cancellation, called erasure under the Dentists Act (MPA s.71, NMA s.69, Dentists Act s.39, Pharmacy Act s.48, HSCP Act s.66). The heavier sanctions take effect only when the High Court confirms them; an advice, admonishment or censure takes effect on confirmation or once the appeal window passes without an appeal: 21 days for doctors, nurses, midwives and dentists, 30 days for pharmacists and CORU registrants (MPA s.74, NMA s.72, Dentists Act s.41, Pharmacy Act s.50, HSCP Act s.68).
Interim measures and your first reply
Separately, the Medical Council says interim suspension is possible under section 60 of the Medical Practitioners Act 2007; where there is a serious and immediate risk, the PSI’s Council can seek suspension from the High Court; and the Dental Council may apply to the High Court for suspension under section 44 of the Dentists Act. None of the five regulators publishes a fixed deadline for a first reply: the Medical Council gives not less than two weeks to respond to an Investigation Report, and NMBI says you may request an extension of time. Take advice before you reply.

Facing a complaint to your regulator or a fitness to practise inquiry? This course helps you remediate — and show it.

Buy this course — €100 (€70 with Bulk Buy 10)

Courses with the Ethics and Professionalism pair written to your own regulator’s code — for doctors, nurses and midwives, dentists, pharmacists and all other healthcare professionals, or every course →

Frequently asked questions

My clinical care was right. Why is communication the complaint?

Because a patient’s experience of care depends on whether they felt heard, informed and respected. The course covers why complaints arise where the clinical decision was sound, and why the way a decision was explained is part of professional practice. Your response should answer the experience, not only defend the decision.

What will I change in practice?

The course covers practical techniques: introducing yourself and the purpose of the consultation, plain language, asking the patient to explain the plan back, structured handover, explicit escalation and recording key discussions. Section 8 covers how to show the change: audits, supervisor or mentor reports and feedback.

Does the course cover breaking bad news and angry patients?

Yes. Section 3 covers managing difficult conversations, and Section 4 preparation, adverse events, strong emotion and distress, anger and conflict, uncertainty, time pressure, and supporting yourself afterwards.

The complaint came from a colleague. Is that covered?

Yes. Section 5 covers team communication, handover and escalation, psychological safety, communication across professions and managing disagreement, and Section 6 written communication with colleagues and services.

Does the course cover emails, messages and video consultations?

Section 7 covers digital communication: professional standards online, confidentiality and data protection, email and messaging, telemedicine and remote consultations, social media, boundaries and the record of digital interactions.

Should I take advice before I respond?

Yes — before anything is written to the regulator, a committee or your employer. Whatever your profession, ask your indemnifier, your union or professional body, or a solicitor. Nothing on this page is legal advice.

How long does it take, and how long do I have access?

The course is 2 CPD hours, self-paced, with access for twelve months from purchase. The certificate is issued on completion, dated, with the course title and the CPD hours. Whether the hours count towards your own CPD requirement is for your regulator or scheme to say: doctors must undertake a minimum of 50 hours in each scheme year, and CORU registrants must achieve 30 CPD credits in every 12-month period.

Can I get a certificate with a later date?

No. The certificate records the date you completed the course, and that date does not change. If your regulator, an inquiry committee or an employer asks for recent evidence, you buy the course again: half price within twelve months of your original purchase, the full €100 after that.

Will anyone be told that I am taking the course?

No. Nobody is told you are enrolled. We do not share participant details with any regulator, an employer, a union or an indemnifier; the certificate reaches them only if you attach it to your own response.

A communication complaint can raise candour, records and teamwork as well. These are the courses that pair with this one.

Duty of Candour for Healthcare Professionals

When the duty applies, talking with patients and families after an adverse event, and candour during complaints and reviews.