Skip to main navigation Skip to main content

On-demand webinar

Changing how we think about difficult patient situations Members login for free access About RACGP online events


Type: On-demand
Recorded: 5 Apr 2023


For more information:
Email: RACGP Events
Call: 1800 472 247


RACGP Members: Free
Non-Members: Free

Watch now

Changing how we think about difficult patient situations

On-demand recorded 5 Apr 2023

Managing difficult patient situations is an ongoing problem for practice owners. When considering the complex and sometimes difficult situations practice owners, doctors and their practice staff can find themselves in with patients it can be useful to consider three elements that can contribute to the challenges faced. The system, the patient and the doctor. This webinar will explore strategies and processes to manage challenging situations with patients and to keep the patient and the team safe.  


Learning outcomes

  1. Explain the appropriate preparation and planning required for challenging situations
  2. Outline immediate management for various ‘difficult’ patient scenarios
  3. Discuss the importance of complaint management and the role all staff play in addressing patient complaints


Angela Mason
Risk Advisor for Avant

Angela has extensive experience managing practices of various disciplines and sizes. A past State and National AAPM President, Fellow, Life Member & Certified Practice Manager. Angela has experience as a Board Member and expert committee member for multiple bodies in healthcare. Angela has experience as an accreditation surveyor and as an assessor and trainer for University of New England Partnerships, she is a Registered Nurse with a Post Grad Certificate in Nursing Management, a Diploma in Practice Management and is a Graduate of the Australian Institute of Company Directors. Angela has a history of commitment to ensuring health care is delivered safely with quality outcomes in a financially viable environment that is a desirable place in which to work.



© 2023 The Royal Australian College of General Practitioners (RACGP) ABN 34 000 223 807