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NHS Complaints Summit 2019

Monday 23 Sep 2019

De Vere West One Conference Centre, London

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

Chair and Speakers Include:

Mr Perbinder Grewal

Consultant Vascular Surgeon and Governance Lead
Wessex Vascular Network & University Hospital Southampton NHS Foundation

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 away from their workplace in an intimate environment 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, whether it be a sponsored session, or an exhibition stand, 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 face to face 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  

Enquire

Contact katiej@hc-uk.org.uk for prices and further information, or to discuss a tailored package to suit your needs and budget.

Getting to the Venue

Location
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

£365.00

(£438.00)

Voluntary sector & charities

£300.00

(£360.00)

Commercial organisations

£495.00

(£594.00)

(Prices in brackets include VAT)

Discounts

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

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Choice of Dates
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Friday 13 Sep 2019
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Patient Experience Insight Summit: Demonstrating Responsiveness to Feedback
Friday 20 Sep 2019
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Supporting Organisations