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NHS Complaints Summit 2018

Friday 9 March 2018
De Vere West One Conference Centre, London

NHS Complaints Summit 2018
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“The NHS provides high-quality care to millions of people every year but unfortunately we still see a wide variation in the quality of NHS complaint handling. Far too many complaints come to us that could have been resolved by the NHS, leaving people waiting too long for answers and delaying important improvements.” Robert Behrens Parliamentary and Health Service Ombudsman September 2017

We look at how trusts handle complaints from people who use their services. Many trusts have improved their process for managing patient complaints and we saw a great deal of commitment to getting this right. However, we have not found much innovative practice and many patients told us of their dissatisfaction with their experience of making a complaint. Response to complaints was too often managed inflexibly without considering the needs of the individual complainant. Defensive responses to complaints were still too common, leaving the complainant dissatisfied. A transparent culture committed to learning from complaints is essential to be able to effectively resolve a complaint. A timely response is critical and typically, with good complaint management, there was early direct contact with the complainant to establish what they were seeking from the complaint and build a relationship of trust. Involvement of the clinical team with the investigation of the complaint, providing them with support where needed, was a key factor in the successful management” Care Quality Commission, 2nd March 2017

“All too often the terms of the conversation people have with the NHS about a concern or complaint are set by the organisation. Organisations can often be too quick to dismiss or explain away concerns, compounding the grief of bereaved families and carers with obfuscation and a lack of openness. Paying close attention to what bereaved families and carers say can offer an invaluable source of insight to improve clinical practice.” NQB, National Guidance on Learning from Deaths, March 2017

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.

This conference will enable you to:

• Network with colleagues who are working to improve complaints handling

• Learn from outstanding practice in complaints management, investigation and learning

• 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

• Deliver a person-centred approach to complaints learning from complaints handling in end of life care

• Understand how you can improve frontline resolution of complaints in real time

• Develop your skills in de-escalation and conflict resolution

• Identify key strategies for ensuring change occurs as a result of complaints

• 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

100% of delegates at our previous conference on this subject would recommend it to a colleagues

Good Governance Institute
GGI (Good Governance Institute) accredited conferences CPD Member ASGBI (Association of Surgeons of Great Britain and Ireland) professional partner BADS (British Association of Day Surgery) accredited conferences