Delivering a person-centred approach to the handling, investigation, resolution and learning from Complaints in the NHS
Follow the conference on Twitter #NHSComplaints
Find out more about virtual attendance
This virtual conference 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 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.”
“There is no consistent way in which staff are expected to handle and resolve complaints.
Staff do not get consistent access to training to support them in their complex role
- complaint handling should be recognised as a professional skill.
Public bodies too often see complaints negatively, not as a learning opportunity that can be used to improve their service.”
The Parliamentary and Health Service Ombudsman, July 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