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NHS Complaints Summit 2020

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

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 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. 

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

Parliamentary and Health Service Ombudsman 2019

“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


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 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
  • Support staff through the complaints process including the New Code of Practice for Complaints for NHS staff
  • 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 23rd September 2019 at the De Vere West One Conference Centre in London

Michele Golden

Deputy Director of Safety and Learning
NHS Resolution

Mr Erik Mayer

Consultant Surgeon & Clinical Senior Lecturer
Imperial College Healthcare NHS Trust & The Royal Marsden NHS Foundation Trust

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 Carolyn Goodbody for prices and further information, or to discuss a tailored package to suit your needs and budget.

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Supporting Organisations