Certificate in Patient Safety Complaints Advocacy ONLINE - Winter/Spring 2025

• Next course commencement: Winter/Spring 2025
• Commences with an online Introductory Session from 9.30am until 12.30pm.
• Apply by: Contact the College
• Note: No Fees increase since 2020

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This Level 7 course (20 Credits) is designed for people who will be working as advocates for patients wishing to make complaints about the service they or a family member has received from state-funded health or social services. Those participating in the course may be employees of the Patient Advocacy Service, working as advocates from independent Advocacy services or may be working as Patient Advocates within the HSE.

Students will learn about the complaints process within the HSE and the role of advocates in supporting people wishing to make complaints. Students will also gain an in-depth knowledge of the Empowerment model of advocacy which will form the basis of the approach taken by the new service. The skills, principles and values needed to be an effective advocate will be explored and opportunities for students to develop these skills will be provided.

Who is this course for:

Students on the PSCA course will be adult learners (aged over 23 and if younger must hold a minimum of 60 ECTS Credits at HET Level 6 or equivalent) and be employed/volunteering as an advocate in the Patient Advocacy Service (PAS) or be employees of HSE/Health/Community Services where they or the health services would benefit from the inclusion in the training or be employees/volunteers in an advocacy role in an independent advocacy service. Learners will come to the programme with significant life and work experience.

Learning Outcomes

On successful completion of this course you will be able to:

• Demonstrate knowledge of human rights, patient advocacy, health and complaints systems
• Demonstrate an understanding of the underpinning principles of person-centredness, empowerment, ethics and a human rights approach
• Demonstrate cultural and racial awareness, awareness of issues of equality, ethics and communication principles for advocacy within the health services
• Work effectively as an individual and as a member of a team, demonstrating resilience and composure throughout the complaints process to full conclusion and resolution
• Engage in effective information searching, analysis and evaluation within the role underpinned by the principles of information management
• Express the role of the PSCA within the ecology of Irish health services, and act within professionally expected boundaries of competence and relevant codes of ethics.

Course Content

Module 1: Values and Context of Complaints in the Irish Health Service

The focus of the first module is the complaints process and the role of the PSCA in supporting people though the various stages of what can be a complex and challenging environment – and doing so in a way that empowers the person. The legislative and policy framework for complaints is discussed along with the obligations arising from international human rights treaties.

Module 2: The Patient Safety Complaints Advocacy Role

This module considers the concept of Advocacy in its various guises with a particular focus on Empowerment Advocacy as the model which will underpin the work of the PSCA advocate. It explores the values, principles and skills of the advocate.

Assessment

The course is assessed through written assignments, online activities and discussions, reflection, case study reviews and skills demonstration. The skills demonstration and online activities are completed during the course, while the other assessment elements are submitted by the closing date. 

Student Supports

Each student will be allocated a tutor, who will provide telephone, email and online tutorial support throughout the programme‘s duration.

For more information visit the Cert in PSCA course page on opentrainingcollege.com, or email / contact Conor at cmurray@opentrainingcollege.com / or on mobile: 086-0756580.