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News and Updates for the NHS Complaints Summit 2018

Getting it right first time – complaints leadership
Sam Stone,
Public Affairs and Insight Manager, Parliamentary and Health Service Ombudsman
Pre-Event Abstract
Getting it right first time – what people want
In this presentation, Sam Stone, Public Affairs and Insight Manager, discusses the role of the Parliamentary and Health Service Ombudsman (PHSO), and shares good practice around listening to patient feedback and dealing with complaints at a local level.
Sam explains how PHSO works and makes decisions on the complaints it receives. He will also talk about how the Ombudsman service has been modernising in recent years, including the new three-year strategy that it will be launching in April 2018.
Based on his experience of the NHS complaints sector, Sam discusses some of the key things people want when making a complaint. Sam ends his presentation by talking through what PHSO looks for in a good local complaints response, and what organisations and staff can do to get it right first time.

Improving practice in early resolution
Julienne Vernon,
Head of Claims Quality/Solicitor, NHS Resolution
Julienne Vernon is Head of Claims Quality at NHS Resolution formerly the NHS Litigation Authority.
She studied Law at Cardiff University and is a qualified Solicitor and an Accredited Mediator.
Julienne joined NHS Resolution in 2000 and has handled a number of high profile complex cases. In addition Julienne managed a claims team for 10 years before her appointment as Head of Claims Quality.
This morning Julienne spoke about outcomes using medication and understanding what resolution means to the complainant. Saying sorry and giving reassurances is important, it's not always about the money.
Full powerpoint presentation

Supporting frontline clinicians to manage complaints and ensure change occurs
Dr Umesh Prabhu,
Consultant Paediatrician, Medical Director for more than 15 years, Medical Adviser for International Recruitment


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24 September 2018

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