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Complaints Handling in Mental Health Summit 2018

Friday 13 July 2018
De Vere West One Conference Centre, London

Complaints Handling in Mental Health Summit 2018
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Follow the conference on Twitter #ComplaintsMental

“Vulnerable patients with mental health conditions are being badly let down by the NHS, causing them and their families needless suffering and distress, according to a Parliamentary and Health Service Ombudsman report published today. The Ombudsman has also found that NHS mental healthcare staff can lack the capacity, skills and training they need to do their job effectively, and do not always have the support they need to learn from mistakes.” Parliamentary and Health Service Ombudsman March 2018

“In 2016-17 there were 14,106 complaints made to NHS mental health trusts, with around 65% being upheld or partly upheld by the local organization... Not only are the examples of injustice shown here shocking and tragic, they also show a failure by local NHS organisations to investigate complaints effectively” Maintaining momentum: driving improvements in mental health care, Parliamentary and Health Service Ombudsman March 2018

‘Too many patients are not being treated with the dignity and respect they deserve and this is further compounded by poor complaint handling.’ Rob Behrens CBE Parliamentary and Health Service Ombudsman, March 2018

“The other common factor in the cases we examined is far too frequent substandard complaint handling by the NHS organisations. We can only uphold a complaint if there has been a failing that has not been acknowledged and put right by the organisation. While the focus of this report is to highlight where mental health services are failing patients, poor complaint handling compounds the impact of these failings. In the course of speaking to complainants for this report, a common theme was that poor complaint handling ‘added insult to injury’, and showed a lack of respect.” Maintaining momentum: driving improvements in mental health care, Parliamentary and Health Service Ombudsman March 2018

“We hope to see a more prompt and honest approach to the way mental health care providers respond to people’s concerns and complaints.” Rob Bancroft Public Affairs and Insight Manager Parliamentary and Health Service Ombudsman, March 2018

The March 2018 Parliamentary and Health Service Ombudsman Report ‘Maintaining momentum: driving improvements in mental health care ‘ highlighted that the NHS is failing people with mental health problems, and this is being compounded by poor complaints handling. This National Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning in a mental health setting. Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, ensuring advocacy and support for vulnerable people, and ensuring that complaints lead to change and improvement.

This conference will enable you to:

  • Network with colleagues who are working to improve complaints handling in mental health
  • Learn from outstanding practice in complaints management, investigation and learning
  • Reflect on national developments and the findings from the Ombudsman’s 2018 report
  • Improve the way complaints and investigations involving serious incidents are handled
  • Ensuring the delivery of effective complaints advocacy and support for vulnerable complainants
  • Develop your skills in complex complaints handling and managing complaints across organizational boundaries
  • Deliver a person-centred approach to complaints learning from complaints handling
  • Understand how you can improve frontline resolution of complaints in real time
  • Develop your skills in de-escalation and conflict resolution
  • Identify key strategies for ensuring change occurs as a result of complaints
  • Ensure you are up to date with the latest legal issues including ensuring adherence to the duty of candour
  • Self assess, reflect and expand your skills in complaints handling

 

“Complaints are an opportunity for organisations to learn and improve. This can enhance the organisation’s reputation and increase trust among people using the service. Showing how a complaint has made a difference and made improvements so others do not experience the same mistake is an opportunity to rebuild trust and confidence in public services that is too often missed.” Maintaining momentum: driving improvements in mental health care, Parliamentary and Health Service Ombudsman March 2018

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