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NHS Complaints Summit 2019

This Conference is now Closed

Delivering a person-centred approach to the handling, investigation, resolution and learning from Complaints in the NHS

Follow the conference on Twitter #NHSComplaints

“Good leadership is vital to create a culture that values and learns from complaints”

Parliamentary and Health Service Ombudsman May 2019

This National Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. 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. There will also be an extended focus on supporting frontline staff when a complaint is made

“A complaint can be stressful and anxiety inducing for everyone involved, including healthcare professionals, and we should never underestimate the effect a complaint can have on them. NHS staff must be fully supported throughout the complaints process so that it doesn’t damage their confidence, trigger mental health problems, or result in the over management of patients.”

Andrew Medlock, Assistant Director of Strategy and Partnerships, Public Health Service Ombudsman, BMJ 2019

This conference will enable you to:

  • Network with colleagues who are working to improve complaints handling
  • Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in practice
  • Learn from outstanding practice in complaints management, investigation and learning
  • Understand what the PHSO looks for in a good complaint response
  • Reflect on national developments and learning
  • Improve the way complaints and investigations involving serious incidents are handled
  • Develop your skills in complex complaints handling and managing complaints across organizational boundaries
  • Understand how you can improve frontline resolution of complaints in real time
  • Develop your skills in de-escalation and conflict and dispute resolution
  • Identify key strategies for ensuring change occurs as a result of complaints
  • Understand what an excellent complaints response looks like
  • 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

We are also running this event on Monday 20th January 2020 at the De Vere West One Conference Centre in London

Chair and Speakers Include:

Linda Tomlinson

Liaison Manager
Parliamentary and Health Service Ombudsman

Michele Golden

Deputy Director of Safety and Learning
NHS Resolution

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.

Supporting Organisations