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

Pamela Marshall RN, LLB, LLM

Executive Director of Patient Relations and Legal Affairs
The Scarborough Hospital
Pam Marshall is the Executive Director of Patient Relations and Legal Affairs at The Scarborough Hospital. In that position she is responsible for Patient Relations, Risk Management, Research and Ethics and Legal Affairs. 

With her background as a registered nurse, lawyer, and conflict resolution specialist, Pam is skilled in working with staff and physicians to facilitate the resolution of patient complaints, as well as issues between and amongst staff, physicians, patients and families.

Pam coordinates the review of critical events to ensure that changes are enacted to prevent reoccurrence. In addition she oversees disclosure for families and patients to ensure they are provided with timely and accurate information regarding adverse events. She also manages the hospital’s legal claims.

Prior to coming to TSH, Pam was a conflict resolution consultant and also a senior manager at the College of Nurses of Ontario. 

Pam has authored a number of articles on dispute resolution in healthcare and has made more than 100 presentations at conferences, universities and healthcare facilities in Canada and the U.S.

15:10 The Art of Responding to Complaint Letters

Learning Objectives:This session will review the various types of complaints that are received;
  • Asking questions
  • Venting
  • Seeking Clarification
  • Grieving
  • Blaming
  • Asking for $$
And provide examples of the types of letters to write in response;
  • Explanations
  • Clarifications
  • Apologizing
  • Acknowleging
  • Compassion
  • Closure

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

Download The Latest Agenda