In this module, we will consider what is meant by the phrase 'duty of care', and discuss how you can translate this duty to your practice as a healthcare professional. It is important to remember that, whilst this module sets out best practice principles and national guidance in regard to duty of care, you have a responsibility to follow the local policies and guidelines of your organisation.

• Define 'duty of care'
• Describe how 'duty of care' applies to professional work as a healthcare practitioner
• Describe dilemmas that may arise between the duty of care and an individual's rights
• Explain what you should and should not do if dilemmas occur between the duty of care and an individual's rights
• Recall the support available for those faced with dilemmas between the duty of care and an individual's rights
• Describe the difference between a comment and a complaint
• Explain why learning from comments and complaints is important
• Know how to respond to comments and complaints in a way that complies with the law and locally agreed ways of working
• Recall the support available for those handling comments and complaints
• Define what is meant by: adverse event, incident, error and near miss
• Know how to respond to adverse events, incidents, errors and near misses in a way that complies with the law and locally agreed ways of working
• Define what is meant by 'confrontation' and describe situations that may lead to confrontation
• Describe ways of responding to confrontation including: communication techniques; assessment and reduction of risks; seeking additional support; and reporting confrontation