Legal Services Practitioner and Interim Senior Inquests Manager Calderdale and Huddersfield NHS Foundation Trust
EXTENDED SESSION: The NHS Wide Complaint Standard
Parliamentary and Health Service Ombudsman
• PHSO update
• supporting and improving front line complaint handling
• the new NHS Complaint Standards, model procedure and guidance
• what the Standards mean for your organisation
• implementing the standards in your service
In her presentation Jo discussed developing supporting guidance, training and professional accreditation for complaint handlers. Research by the PHSO found that complaints handlers wanted a single vision of what good complaints handling looks like and a centralised training system so that everyone is trained in the same way to the same standard.
She also said that the PHSO will start to use the Complaint Standards to assess complaint handling at NHS organisations from spring 2023. The PHSO worked with regulators from across the health sector when they developed the Complaint Standards and they will also use them in their complaint handling assessments.
Complaints Resolution & Learning from Claims
Acting Deputy Director of Safety and Learning
• what does resolution mean to a complainant?
• the work of NHS resolution
• learning from complaints that turn into claims
Lorraine shared details of data relating to claims received and discussed how the work of the safety and learning team supports health care providers in sharing learning from claims, and supports safety improvement. In her session Lorraine discussed how best to support patients / carers and staff following serious incidents, the importance of candour and apologies and supportive approaches to safety investigations based on the NHS Resolution ‘Being fair’ guidance.
This conference is also taking place on: FRIDAY 19 AUG 2022 2022 https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/nhs-complaints-summit