Background North London Hospice aims to deliver the best possible care, however, we recognise that we don’t always get it right. In line with the hospice’s CORE values, a review of complaints and the training needs related to these was completed, so that we could learn and improve care. Communication was found to be a common theme within the complaints (Burgener. Health Care Manage. 2020;39(3):128–132). Communication skills training was thus developed for all staff.

Aims To deliver complaints-based communication skills training, without apportioning blame, that highlighted the importance of effective communication in all hospice roles.

Methods Complaints made to the hospice were reviewed and themes were identified and analysed (National Palliative and End of Life Care Partnership. Ambitions for palliative and end of life care: a national framework for local action 2021–2026). Five scenarios were devised that reflected the key communication failings. Scripts were written and a media company was commissioned to produce short films. A framework, the 3 As, was designed to remind staff how to effectively respond to a complaint (Neil, Alvin. Physician Leadership J. 2022;9(5);58–59).

• Apologise.

• Appreciate.

• Assure.

The scenarios and framework were then embedded into a training workshop that was delivered by staff group. Posters displaying the 3 As were distributed to teams.

Results Training was well attended and was very positively received by staff who rated the training as excellent, with an overall score of 4.8/5. They stated it was clear, relevant, fun and thought-provoking and felt that the use of videos provided a realistic experience. Feedback from staff included it has made me ‘consider how I communicate with everyone I come into contact with’ and I have learnt how ‘to have boundaries, to listen and to understand.’

Conclusion Following the training, all staff groups felt more confident in their roles especially when dealing with conflict. The training created a positive training narrative and encouraged honesty and conversation. Staff loved the realism of the videos and left with tangible skills that could be utilised in their roles (Mata, de Azevedo, Braga, et al. Training in communication skills for self-efficacy of health professionals: a systematic review. Hum Resour Health. 2021;19:30).