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Managing Complaints Claims & Serious Incidents Masterclass

Monday 16 Mar 2020

West One De Vere Conference Centre, London

The one-day masterclass is designed to provide delegates with a solid understanding of the quality and patient safety aspects of serious incidents, complaints and claims. The course includes both an overview of, and practical tips in, effectively managing these inter-related processes, together with Duty of Candour, Coroner’s inquests, and criminal and regulatory body investigations, exploring what each process can and cannot deliver, and what can be learned from them to improve patient safety and comply with required standards and regulations. This masterclass includes interactive exercises, with ample opportunities for questions and practical learning.

“Continuously improving patient safety involves the NHS building on the foundations of a patient safety culture and systems. The NHS aims to: improve its understanding of safety by drawing insight from multiple sources of patient safety information.”

The NHS Patient Safety Strategy, July 2019

“Reactions of NHS staff following an incident were generally considered unsatisfactory by claimants, in terms of providingadequate and appropriate explanation and apology for events. The majority of the research participants were not satisfied by the NHS complaints’ handling process, in terms of communication (both verbal and written) and feeling that a meaningful outcome had been achieved.”

NHS Resolution

Key Learning Points

  • How to manage Serious Incidents
  • Complying with Duty of Candour
  • Successfully managing Complaints
  • Effective management of clinical negligence claims
  • Understanding Coroner’s Inquests
  • Understanding parallel processes, and the overlap with criminal and regulatory body investigations
  • Supporting staff involved in difficult circumstances
  • NHS Patient Safety Strategy update

Facilitated by

Mike O'Connell

Legal Services Practitioner

This masterclass is also available in house

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Getting to the Venue

De Vere West One is located on Portland Street and is a 10 minute walk for Great Portland Street Underground station and a 5 minute walk from Oxford Circus
By Rail
De Vere West One is just a five minutes’ walk from Oxford Circus tube (Central, Victoria, and Bakerloo), Bond street (Jubilee) and a 10 minute walk from Great Portland Street tube (Circle, Hammersmith & City and Metropolitan) and Marylebone station.
By Road
Portland Place is just north of Oxford Circus. The nearest NCP car park is approximately 300 yards away. Follow the A4201 past De Vere West One taking the second left turning onto Weymouth Street, then take the second left onto Weymouth Mews.
Google Map

Fee Options

NHS, Social Care, Private Healthcare Organisations & Universities



Voluntary sector & charities



Commercial organisations



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

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