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Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care

Monday 16 October 2017
De Vere West One Conference Centre, London

Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care
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“We look at how trusts handle complaints from people who use their services. Many trusts have improved their process for managing patient complaints and we saw a great deal of commitment to getting this right. However, we have not found much innovative practice and many patients told us of their dissatisfaction with their experience of making a complaint. Response to complaints was too often managed inflexibly without considering the needs of the individual complainant. Defensive responses to complaints were still too common, leaving the complainant dissatisfied. A transparent culture committed to learning from complaints is essential to be able to effectively resolve a complaint. A timely response is critical and typically, with good complaint management, there was early direct contact with the complainant to establish what they were seeking from the complaint and build a relationship of trust. Involvement of the clinical team with the investigation of the complaint, providing them with support where needed, was a key factor in the successful management” Care Quality Commission, 2nd March 2017 

“Too many complaints are coming to us which could have been resolved more quickly by the NHS…When people pluck up the courage to complain they are all too often met with defensive and inadequate responses…Complaints need to be dealt with properly, so that people are given answers and to help prevent any failures from happening again.” Julie Mellor, Parliamentary and Health Service Ombudsman, October 2016

The recent CQC review highlights the importance of effective complaints investigation and ensuring the learning from complaints is embedded within the service. Chaired by Geoff Delissen Senior Policy Officer (Complaints) Department of Health this conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care. Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints lead to change and improvements in patient care.

This conference will enable you to: 

  • Network with colleagues who are working to improve complaints handling
  • Learn from outstanding practice in complaints management, investigation and learning   
  • Reflect on national developments and learning 
  • Develop your skills in complex complaints handling and managing complaints across organizational boundaries 
  • 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 

100% of delegates at our previous conference on this subject would recommend it to a colleagues
 

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Masterclass: Complaints Handling & Response Letters
Monday 11 December 2017
De Vere West One Conference Centre
London
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