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NHS Complaints Summit

Follow the conference on Twitter #NHSComplaints

Today's National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022.

Conference chairs:

AM Chair Lucy Watson Chair The Patients Association

  Lucy Watson's Biography 0.01 MBDOCXfile

PM Chair: Mark Duman Chief Patient Officer MD Healthcare

 Mark Dunam's Biography 1.06 MBDOCXfile

Delivering an extended session of The NHS Wide Complaint Standard (Published March 2021) is  Jo Power Liaison Officer Parliamentary and Health Service Ombudsman

• Who PHSO is, what we do
• Supporting and improving front line complaint handling
• Developing the new NHS Complaint Standards, model procedure and guidance
• What the Standards mean for your organisation
• How to get involved and learn more – Becoming an Early Adopter

Following Jo with a Case Study session on Learning from the Complaint Standards pilot sites are Agnes Wozna Patient Experience Lead and Freedom to Speak Up Guardian
Spectrum Community Health CIC and Susan Thornley Head of Healthcare HMP Kirkham 

 

• why we were chosen for the pilot
• our experience of implementing the standards, model procedure and guidance
• what have we learned and how have things improved in our organisation
• next steps

Looking at Managing Complaints regarding Covid-19 is Jo Mason-Higgins Head of Claims, Complaints and Patient Safety Investigations, and Lead for Duty of Candour  Gloucestershire Hospitals NHS Foundation Trust 

• what complaints are we seeing with regard to Covid-19
• responding to complaints regarding Covid-19
• what are the standards of care by which we will judge ourselves?
• nosocomial transmission of Covid-19
• delayed treatment due to Covid-19
• bringing together complaints, claims and patient safety investigators to streamline investigations and responses

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