The impact of education on identifying, managing & resolving performance concerns

Date published:

I’m Karen Wadman and I’m the Case Advice Technical Lead within the Practitioner Performance Advice team at NHS Resolution. My job is all about providing expert, neutral and independent advice, support and critique on handling performance concerns fairly.

My role also includes delivering a range of educational workshops aimed at enabling managers to deal with performance concerns locally. It’s an immensely rewarding job. The overarching purpose of all of our educational workshops remains to avoid unnecessary escalation to formal process by training participants how to support managers and practitioners to identify, manage and resolve concerns in a timely, fair and consistent way.

What that means is that I can use the 40 years of experience of working across the healthcare sector to enrich the learning for participants, ensuring that our workshops use real-life experience and stay relevant to issues being encountered in today’s NHS.

What our education can offer

Our educational portfolio aims to build capacity and capability in the NHS across both primary and secondary care ensuring the timely, compassionate and fair resolution of concerns.

All learning, from concept formulation through to design, delivery and evaluation continues to be guided by an experienced team of Practitioner Performance Advice Case Advisers and educationalists. Workshops are largely skills-based and delivered flexibly meaning that they can be tailored to meet individual organisational need. Workshops are interactive, featuring a combination of case studies, group exercises, in-depth analysis and discussion. And if you would like us to develop a more bespoke programme, connected to performance, we’d be happy to hear from you. We’ve adopted a hybrid delivery model wherein you can choose between face to face or virtual workshops timed to meet your operational need. We’re also actively working to foster earlier engagement with Employing and Contracting organisations and have committed to making the best use of emergent technology to support educational services.

Coming on one of our workshops will give you the opportunity to network with colleagues, share ideas, ask questions and try out tools and techniques in a safe and supportive learning environment. Our participants range from newly appointed managers and those who manage practitioners with performance concerns to medical directors and responsible officers and includes clinical directors, case investigators, case managers, HR and people staff, medical managers and PAG/PLDP members.

What our delegates say

We have an established and credible reputation for our education. Feedback is consistently good and remains important to us, with 90% of workshops delivered rated 4 out 5 for overall quality. Indeed 98% of delegates say they would be happy to recommend our education to others. Most importantly, before and after attendance impact measures consistently demonstrate an improvement in overall skills and knowledge.

The workshop gave delegates a really good insight into being a Case Investigator and enabled us to learn the overall basics of the parameters involved with being a Case Investigator.

HR Adviser St. Helens & Knowsley Teaching Hospitals NHS Trust (Lead Employer)

Very well delivered. Content was practical, focused, clear and not excessive. Excellent facilitators. Very good programme – ADs, service managers, HR and likely clinical leads should be offered this.

Assistant Director (Medical) of Acute Services WHSCT

If you would like to find out more about the education we provide, a full list of our publicly available courses is available on our events page.

Follow the links below to find out more about how we can help you.

Case Manager

Case Investigator

Responding to Performance Concerns

Understanding and using MHPS (Maintaining High Professional Standards) effectively

To book an education course

If you have any questions or require further information about our education courses please email