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

Tuesday 25 April 2017
De Vere West One Conference Centre, London

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

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.

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“We also 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 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” Parliamentary…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

Masterclass: Complaints Handling & Response Letters
Tuesday 23 May 2017
De Vere West One Conference Centre
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