1 Min TasterCase study — Willen Hospice
Learning from a complaint
The challenge
To make a training video using a family complaint around poor communication to ensure the family felt heard and to use the experience in a meaningful way to develop staff.
FrontLine solution
FrontLine interviewed the relative and staff involved to understand the experience from multiple perspectives. We created complaint-based training films, alternative "better practice" versions and then designed and piloted an online workshop. We also trained hospice facilitators to deliver the programme independently.
How it's used
The films and workshop have supported staff training and reflection for over 10 years, creating a sustainable in-house learning programme.