This peer review will include three patient encounters, acted out in front of the registrants. For each case the patient will be in communication with a clinician in a setting outside of the examination room in a High Street practice. For each case, the delegates will be asked to discuss the patient encounter, how they feel communication was, could, should have been managed and how they would now proceed. Reference to the GOC standards of practice is expected during the discussion. Cases include 1) sexual suggestions by patient to clinician; 2) unexpected complaint during dispensing process; and 3) manager pressuring clinician to upsell to a patient inappropriately.

Learning outcomes:

• Practitioners will recognise how to use sensitive communication approaches with patients and be alert to unspoken signals which could indicate a patient’s lack of understanding or discomfort
• Practitioners will identify a patient’s right to complain and ensure that the making of a complaint does not prejudice patient care, responding honestly, openly, politely and constructively to anyone who complains and apologise where appropriate
• Practitioners will demonstrate an understanding of the requirement for all GOC registrants to maintain appropriate boundaries with patients and that professional positions should not be used to exploit or unduly influence patients to serve personal interests
• Practitioners will recognise how to act with honesty and integrity in patient interactions and ensure incentives and targets do not affect our professional judgement