March 30 - April 01, 2016
Thompson Toronto, Toronto, ON

Brenda E. Tan FSHCA

Independent Specialist, Patient Relations
Ontario Patient Relations Associations (OPRA)
Brenda is an Independent Patient Relations Consultant and President of the Ontario Patient Relations Association. She is committed to working collaboratively with key stakeholders including hospital leadership, physicians and external healthcare alliances in the development of best practices in the field of patient relations. She has many years’ experience of team focused facilitation and mediation strategies, analytical skills for generating comprehensive feedback data reports, developing and presenting on managing challenging behaviours & conflict resolution skills.

15:50 PANEL DISCUSSION: Complaints Management for Marginalized Groups

Learning Objectives:
  • Discover ways to overcome bias and stigma
  • Learn about initiatives that break through the communication barriers
  • Identify core values that determine commitment to quality health care and services
  • How an organization works together with facility Licensing Officers in complaint resolution

09:50 PANEL: 3 C’s of Healthcare – Caring, Collaboration, Communication

Learning Objectives:
  • Discover ways to increase effective physician and physician leader engagement in the patient relations process
  • How to mentor Emergency staff on how to take the time to listen and address patient and family concerns as they occur in a busy ER
  • How to start a Citizen’s Advisory Group

Check out the incredible speaker line-up to see who will be joining Brenda E..

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