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Complaints Handling, Investigating, Resolving and Learning

Wednesday 1 July 2015
Hallam Conference Centre, London

Complaints Handling, Investigating, Resolving and Learning

This event has now past, but there may well be news on the event including presentations and quotes from the day at our News pages here, a full list of our forthcoming events is available here.

Follow this conference on Twitter #NHSComplaints

“Complaints matter in health and social care. For too long they have not been taken seriously enough. And too often complaints are met with a defensive culture instead of a willingness to listen and learn.” The Care Quality Commission, December 2014

“We take complaints seriously – and we expect providers to do so too. All our new inspection reports will describe complaints handling. Poor practice will be found and acted on. Good practice will be shared.” Professor Sir Mike Richards Chief Inspector of Hospitals The Care Quality Commission, December 2014 

“Complaints are important and need to be taken seriously. When something has gone wrong it needs to be put right quickly, and organisations need to work closely with people to find the most appropriate resolution to a complaint. Organisations also need to make sure they learn from every aspect of a complaint so that the same thing does not happen again.” Government response to the House of Commons Health Select Committee Fourth Report of session 2014–15 Complaints and Raising Concerns, March 2015

The government believes that improving the way in which the NHS manages and responds to complaints will help shape a culture that listens to and learns from patients and service users, and ends a culture of defensiveness.

“We recommend that Trusts be required to publish at least quarterly, in anonymised summary form, details of complaints made against the Trust, how the complaints have been handled and what the Trust has learnt from them” The Health Select Committee Fourth Report Complaints and Raising Concerns, January 2015

This conference provides a practical guide to handling, investigating, resolving and learning from complaints in a passionate way that puts the patient at the centre. Through local case studies and national updates the conference will update delegates on how to improve the complaints process, responsiveness and learning from complaints in their service. 

Chris Bostock, Head of Complaints Policy at the Department of Health recently stated the value of complaints:

  • They can identify cultural problems in an organisation… transparency 
  • They can shine a light on poor clinical practice… improved patient safety
  • They can aid learning and improvement… better patient experience 

February 2015

Also of interest: 

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Monday 21 September 2015
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Clinical Audit for Improvement
Wednesday 7 October 2015
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Reducing & Monitoring Avoidable Hospital Deaths attributable to problems in care
Thursday 8 October 2015
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Always Events®: A positive approach to Improving Patient Care
Thursday 22 October 2015
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Leading your Organisation to Zero-Harm
Thursday 22 October 2015
Manchester Conference Centre, Manchester
Delivering a 7 Day Health Service
Monday 9 November 2015
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National PROMs Summit 2015
Tuesday 1 December 2015
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Leading your Organisation to Zero-Harm
Thursday 10 December 2015
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Care Quality CommissionGood Governance InstituteNHS ElectSWAN Advocacy Network
GGI (Good Governance Institute) accredited conferences CPD Member ASGBI (Association of Surgeons of Great Britain and Ireland) professional partner BADS (British Association of Day Surgery) accredited conferences