• Safer, everyday practical skills for managing conflict and behaviours of concern in primary care services

    Personal Safety and Conflict Resolution for Primary Care Services

    Primary care professionals can experience conflict with patients and sometimes need to manage 'challenging' behaviours. Added to this are personal safety risks related to lone and remote working at centres and in the community.

    Proven experience and expertise

    Professionals working in primary care settings strive to provide the best care possible for patients that sometimes present complex physical, psychological and emotional needs.

    Maybo’s award-winning training provides skills to prevent and de-escalate emotive situations and maintain personal safety. This helps centre based teams to:

    • Create a safe and welcoming environment for all
    • Engage patients in ways that reduce conflict and behaviours of concern
    • Ensure effective teamwork in managing incidents
    • Respond to a mental health crisis
    • Adopt safer lone working approaches

    We provide specific programmes for lone workers that include safety when travelling and visiting people's homes, including situation assessment skills, positioning and exit strategies.

    Maybo was one of the first organisations to evidence compliance with the Restraint Reduction Network (RRN) Training Standards and we can offer training Certified by BILD ACT to Services that meet requirements. Our Trainer Training is also Accredited by City & Guilds.

    Maybo Training Programmes

    Conflict Awareness for Primary Care Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 3 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 3

    Blended Learning Option: No

    Virtual Delivery Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Reception Staff, Practice Managers, Pharmacists, Pharmacy Assistants working in NHS primary care locations, drop in centres, dental surgeries, private healthcare providers, and pharmacies, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Reception Staff, Practice Managers, Pharmacists, and Pharmacy Assistants will be equipped with an awareness of essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand preventative measures to reduce risk
    • Know how to use de-escalation strategies
    Find out more

    Conflict Management for Hospice Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Nurses, AHP's, Care Support Workers, Medical Staff, Non clinical support staff working in Primary Care Services, who may encounter patients whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Nurses, AHP's, Care Support Workers, Medical Staff, Non clinical support staff will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Conflict Management for Primary Care Staff visiting patients homes

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for GP's, Nurses, Paramedics, AHP's, and Care Support Workers working in Primary Care settings, who may encounter service users whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, GP's, Nurses, Paramedics, AHP's, and Care Support Workers will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Safer Community Lone Working eLearning for NHS Staff

    Specification

    Delivery: eLearning

    Duration: 30 mins

    Pre-Requisites: No

    Blended Learning Option: No

    Virtual Delivery Option: No

    Train-the-Trainer: No

    This programme has been specifically designed for Community-based Staff working in patients homes or other (non-NHS managed) settings, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Community-based Staff will be equipped with insights of essential skills for preventing and responding to conflict situations in a lone worker context, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Know SAFER approaches to lone working
    • Recognise the risks and vulnerabilities of lone working
    • Identify risk reductions measures you can take to prepare for lone working
    • Identify travel risk reduction measures when lone working
    • Recognise how to reduce risk on arrival at premises
    Find out more

    • Springboard would like to thank the Maybo team for delivering training to us. It was very useful, the feedback was very positive, and the trainer was excellent.

      PBS Mentor - Springboard Education

    • The training design was based on a comprehensive Training Needs Analysis informed by a bespoke staff survey and review of incidents. It has been an incredibly thorough and risk/evidence-based approach. Evaluation of this training by security and clinical staff has been very positive.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • Very happy with Maybo content and back-up services. I like how the content is aimed at the majority of staff and not just high end situations. The session content and layout of the presentations are a big improvement on previous training packages.

      Queensland Health - OVP Trainer

    • Please make it known that the whole team had nothing but praise for the trainer and that even the “old hands” found it very stimulating as he raised issues in a very understandable way. May I comment that as a general rule, I have never known of any candidates coming away without having gained a lot from these refresher courses.

      Medirest Services - Security Manager

    • The training package was facilitated clearly, concisely and in an easy to understand way. The trainer was engaging and knowledgeable of the course content and catered for the diverse group of learners really well. The trainer kept us on track and encouraged everyone to engage and bring their own experiences. We all had a fabulous week.

      Queensland Health - OVP Trainer

    • It has been a pleasure working with Maybo to coordinate St Mungo’s conflict management learning programme. This solution is ideal for staff and the pre and post support from Maybo is excellent.

      St Mungo's

    • We have seen a reduction in the number of reported physical assaults of 11% trust-wide so far and up to a 60% reduction in targeted wards.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • Maybo has great content relevant to hospital and health services. Experienced trainers were able to take-away some excellent strategies that can be delivered in such a way that feels comfortable and natural. The Maybo trainer was patient and informative and this was appreciated. Quality course/quality trainer.

      Queensland Health - OVP Trainer

    • The Maybo Train the Trainer programme has enabled us to deliver Maybo’s excellent training to staff with our own trainers who have the knowledge and experience of the issues faced by the organisation. Staff in high-risk roles were given the confidence to deal safely with violent incidents.

      NHS Greater Glasgow & Clyde

    • Maybo has worked closely with BSUH to develop and enhance the violence reduction training we deliver to frontline staff. The passion, knowledge, commitment and support to the Trust and more generally in developing effective evidence-based violence reduction programmes for healthcare settings, mark them out as an organisation the Trust is pleased to continue to work with.

      Brighton & Sussex University Hospital NHS Trust

    • They have extensive demonstrated
      experience in the delivery of conflict resolution and
      assault avoidance training in the health care sector both in
      Australia, and around the world. It has a layered and blended approach. They provide a
      comprehensive training program to meet the needs of staff
      in different service areas, all are based on human rights.

      Queensland Health - OVP Trainer

    • Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.

      South Central Ambulance Service

    • Training was contemporaneous and provided contextually. Impressed with the overall content.

      Queensland Health - OVP Trainer

    • Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.

      Surrey & Borders Partnership NHS Trust

    • May I say a big thank you for the Maybo violence and aggression course for the ITU nurses. I attended the course today and it was excellent. I think the staff would all agree that the knowledge and skills taught will be hugely beneficial, but in addition, it was a great team-building exercise too. I feel it is imperative that all our ITU nurses attend this course.

      Ashford & St Peter's Hospital NHS Foundation Trust - ITU Nurse

    • ISO 14001:2015 Certified

      Maybo has been assessed and approved by QAS International to the ISO 14001 environmental management standards since 2013

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    • BILD Association of Certified Training

      Maybo Training Services can deliver training Certified by BILD ACT as complying with the Restraint Reduction Network Training Standards to Services that meet certification requirements.

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    • ISO 9001:2015 Certified

      Maybo has been assessed and approved by QAS International as meeting the ISO 9001 quality management standards since 2012

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    • UKAS number: 10766

      Maybo Training Services can deliver training Certified by BILD ACT as complying with the Restraint Reduction Network Training Standards to Services that meet certification requirements.

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    • Web Content Accessibility Guidelines (WCAG) 2.1 A and AA

      Maybo eLearning has been assessed by Shaw Trust Accessibility Services inline with the Web Content Accessibility Guidelines (WCAG) 2.1 A and AA criteria. It has been tested by people with a wide range of disabilities and found to be accessible.

      Find out more

    • City & Guilds Accreditation

      Maybo training programmes have been accredited by City & Guilds since 2004

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