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NHS Complaints Summit 2020

Monday 12 Oct 2020

West One De Vere, London

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

Follow the conference on Twitter #NHSComplaints

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. The conference will update delegates on the Complaints Standards Framework which is being led by the PHSO to develop a unified vision of good practice on complaint handling to be embedded across the NHS and its regulators. Following public consultation in March 2020 the Framework is due to be published in Summer 2020 and will lead to a single developmental pathway for all complaints staff that rightly acknowledges complaint handling as a professional skill.

“Complaints are a vital source of learning. Public services should look at complaints openly and honestly and seek to use them to drive continuous improvement.. Complaints about the NHS make up almost 80% of our work.”

Parliamentary and Health Service Ombudsman March 2020

“People need to understand what to expect if they want to complain. It is the lack of this shared understanding of good practice that makes the process of complaining so stressful and puts the burden on the complainer. In March 2020, we will be consulting on a Complaint Standards Framework which will provide a common set of expectations…The Complaint Standards Framework will help public services deliver a better complaints service and make sure complaints are integrated into the culture of the organisation. The best organisations use every opportunity to embrace complaints to deliver a better service. This report is a way to share that learning across public services and help drive wider improvements.”

Rob Behrens, CBE Parliamentary and Health Service Ombudsman March 2020

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

Parliamentary and Health Service Ombudsman 

“Good complaint handling is not about blame and ‘pointing the finger’ but rather learning how to enable those working in the NHS to provide the very best service possible.”

Andrew Medlock Assistant Director of Strategy and Partnerships Parliamentary and Health Service Ombudsman 2019

The conference will also focus on supporting staff through complaints and moving towards a new code of practice for complaints following NHS Resolution findings in July 2019 that “Too often people involved in complaints, incidents and claims are not supported, and instead they potentially face disciplinary processes which can lead to a culture of fear of speaking out” which can also lead to detrimental effects on the wellbeing and mental health of NHS staff. 

This conference will discuss what people want from decision making within the complaints process. 

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
  • Look ahead to the PHSO NHS wide complaints standards framework 
  • 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 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
  • Understand what an excellent complaints response looks like
  • Reflect on the support people need, and the role of complaints advocacy 
  • 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:

Lucy Watson

The Patients Association

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  


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

Getting to the Venue

West One De Vere 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
West One De Vere 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



Voluntary sector & charities



Commercial organisations



(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.

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Supporting Organisations