The NHS Complaint Standards were published by the Parliamentary and Health Service Ombudsman on 30th March 2021
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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.”
‘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.’
‘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.’
“The coronavirus pandemic is affecting the type and number of complaints people are bringing to us.”
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
#makingcomplaintscount
