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

Friday 2 December 2016
Hallam Conference Centre, London

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"The wide-ranging review of the quality of NHS investigations into complaints about avoidable harm or death by the Parliamentary and Health Service Ombudsman, found that inadequate hospital investigations are leaving distraught patients and families without answers and delaying much-needed service improvements… hospitals are not investigating serious incidents properly because they often do not gather enough evidence, use inconsistent methods and do not look at the evidence closely enough to find out what went wrong and why…'Our review found that NHS investigations into complaints about avoidable death and harm are simply not good enough. They are not consistent, reliable or transparent, which means that too many people are being forced to bring their complaint to us to get it resolved…We want the NHS to introduce an accredited training programme for staff carrying out these investigations as well as guidance on how they should be done, so the public can be confident that when someone is needlessly harmed it has been thoroughly investigated and answers provided, so that action can be taken to prevent the same mistakes from happening again.” Parliamentary and Health Service Ombudsman Dec 2015

"The review found that even when a hospital trust finds failings in the care provided as a result of a complaint, it does not always take action to prevent the same mistakes happening again.” Parliamentary and Health Service Ombudsman Dec 2015

The recent reports from the Parliamentary and Health Service Ombudsman quoted above highlight the importance of effective complaints investigation and ensuring the learning from complaints is embedded within the service.  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. 

Also of interest: 

Effective Communications Masterclass
Monday 4 July 2016
Hallam Conference Centre, London

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