The NHS Complaint Standards were published by the Parliamentary and Health Service Ombudsman on 1st March 2021
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Find out more about virtual attendance
This National Virtual Summit focuses on the New National NHS Complaint Standards. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, 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.
This National Virtual Summit focuses on the New National NHS Complaint Standards. 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.
“There is a focus on early resolution of complaints and supporting people to do this”
“PHSO will start to use the Complaint Standards to assess complaint handling at NHS organisations from spring 2023. PHSO worked with regulators from across the health sector when we developed the Complaint Standards and they will also use them in their complaint handling assessments.”
“Good complaint handling provides a direct and positive connection between those who provide services and the people who use them. Complaints offer a rich source of learning to help improve services for everyone. This is particularly true for NHS organisations, which provide services that so many people rely on – often at critical times of need..”
This conference will enable you to:
- Network with colleagues who are working to improve complaints handling
- Update your knowledge on the NHS Complaint Standards and how it will change complaints handling
- 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
- Supports CPD professional development and acts as revalidation evidence. This course provides 5 Hrs training for CPD subject to peer group approval for revalidation purposes
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