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NHS Complaints Summit 2019

Monday 23 September 2019
De Vere West One Conference Centre, London

NHS Complaints Summit 2019
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Delivering a person-centred approach to the handling, investigation, resolution and learning from Complaints in the NHS

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“Good leadership is vital to create a culture that values and learns from complaints” Parliamentary and Health Service Ombudsman May 2019

“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

“There were 28,019 new NHS Hospital and Community Health Services written complaints in the third quarter of 2018-19.” 7th March 2019 NHS Digital 

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. There will also be an extended focus on supporting frontline staff when a complaint is made

“A complaint can be stressful and anxiety inducing for everyone involved, including healthcare professionals, and we should never underestimate the effect a complaint can have on them. NHS staff must be fully supported throughout the complaints process so that it doesn’t damage their confidence, trigger mental health problems, or result in the over management of patients.” Andrew Medlock, assistant director of strategy and partnerships, Public Health Service Ombudsman, BMJ 2019

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
  • Understand what the PHSO looks for in a good complaint response
  • 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 and dispute 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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