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NHS Complaints Summit 2019

Monday 14 January 2019
De Vere West One Conference Centre, London

NHS Complaints Summit 2019
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The Parliamentary and Health Services Ombudsman is the final tier of complaint for people unhappy with their experience of the NHS in England and Government departments. Last year it received 31,444 new complaints, 88% about the NHS.” UK Parliament April 2018

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

“We understand there is often a balance between responding appropriately to complaints and acting proportionately within available resources. However, prompt and efficient complaint handling can save the public body time and money by preventing a complaint from escalating unnecessarily. Learning from complaints can reduce the number of complaints in the future.” Principles of Good Complaints Handling, Parliamentary and Health Service Ombudsman

This National Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. Through national updates including an opening address from Linda Tomlinson, Liaison Manager, Parliamentary and Health Service Ombudsman, 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
  • Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in practice
  • 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
  • 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
  • Understand what an excellent complaints response looks like
  • 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
     

 

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