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NHS Complaints Summit: Implementing the 2021 NHS Complaint Standards

Training dates throughout the year:

Wednesday 18 Aug 2021
Wednesday 1 Dec 2021

The NHS Complaint Standards were published by the Parliamentary and Health Service Ombudsman on 30th March 2021

Follow the conference on Twitter #NHSComplaints

Find out more about virtual attendance

This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 . 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 are welcomed and lead to change and improvements in patient care.

The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regarding delayed treatment due to the pandemic.

“The NHS Complaint Standards set out how organisations providing NHS services should approach complaint handling. They apply to NHS organisations in England and independent healthcare providers who deliver NHS-funded care… The Standards aim to support organisations in providing a quicker, simpler and more streamlined complaint handling service, with a strong focus on early resolution by empowered and well-trained staff. They also place a strong emphasis on senior leaders regularly reviewing what learning can be taken from complaints, and how this learning should be used to improve services… The Standards are being tested in pilot sites in 2021 and will be refined and introduced across the NHS in 2022.”

PHSO March 2021            

‘I have to say 20 years later it is very frustrating how little progress we have made. It’s clear to me that we still have not got the leadership and culture around patient safety right. As long as you have that culture of people trying to hide things - then we are not going to win this.’

Professor Ted Baker, Chief Inspector of Hospitals, CQC

‘It is an essential principle of patient safety that the regulatory environment gives sufficient voice to legitimate concerns reported by patients, families and campaigners, works alongside them and responds in a rapid, open and compassionate way to resolve issues when they are raised.’

Rt Hon Jeremy Hunt

“The coronavirus pandemic is affecting the type and number of complaints people are bringing to us.”

Parliamentary and Health Service Ombudsman 2021

This conference will enable you to:

  • Network with colleagues who are working to improve complaints handling
  • Update your knowledge on the March 2021 NHS Complaint Standards and how it will change complaints handling for  the better
  • Understand how to manage complaints regarding Covid-19 
  • Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in practice
  • Learn how to bring kindness and compassion into complaints management, investigation, responses and learning
  • Understand what PHSO and the CQC look for in a good complaint response
  • Self assess your service against the NHS Complaint Standards
  • Improve the way complaints and investigations involving serious incidents are handled
  • Develop your skills in complex complaints handling including disputes, vexatious complainants and complaints across organisations
  • Understand how you can improve frontline resolution of complaints in real time
  • Develop your skills in de-escalation and conflict and dispute resolution
  • Support staff through the complaints process including inquests
  • 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


Speakers Include:

Mike O'Connell

Legal Services Practitioner

Jo Power

Liaison Officer
Parliamentary and Health Service Ombudsman

Michele Golden

Deputy Director of Safety and Learning
NHS Resolution

Ben Wesson

Head of Customer Enquiries and Complaints, People and Organisational Effectiveness

Virtual Attendance

Our online virtual events include a combination of live webcam presentations, training materials, video sessions and interactive exercises and discussion.

All you need is a quiet space, a good internet connection and PC or laptop with camera and microphone to allow you to see, hear and speak to the facilitator and other delegates. We will provide full instructions for accessing the platform along with login details. 

For the full benefits and all our virtual training titles click here

Virtual Training

Exhibition & Sponsorship Packages

This conference offers a valuable opportunity for industry suppliers to personally meet with their target audience where they will have time to talk and demonstrate the benefits of their products. High quality specialist audiences make having a presence at our events a highly targeted and cost effective marketing channel.

Why Exhibit?

Having a presence at this event will give you the opportunity to:

  • Demonstrate your product, system or service
  • Network and engage with your key audience  
  • Generate new business leads
  • Gain exposure for your brand and raise the profile of your organisation
  • Understand the current needs of your audience and challenges they’re facing
  • Update your knowledge of national policy and local developments  


Contact Carolyn Goodbody for exhibition and sponsorship prices, or to discuss a tailored package to suit your needs and budget.

Fee Options

NHS & Public Sector



Voluntary sector & charities



Commercial organisations



Virtual Training



(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.

Also of Interest

Complaints Resolution & Mediation
Wednesday 17 Nov 2021

Supporting Organisations