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NHS Complaints Summit 2019

Thursday 23 May 2019
The Studio Conference Centre, Birmingham

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

Follow the conference on Twitter #NHSComplaints

“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

“The area in which we saw the most complaints about healthcare provision is in hospital and community health services.” Complaints about the NHS in England, Quarter 1 2018-19 Parliamentary and Health Service Ombudsman 2018

“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 know from complainants’ feedback that one of the reasons they are motivated to complain is to prevent harm to others in the future” Parliamentary and Health Service Ombudsman April 2018

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, 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
  • 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


100% of delegates at our previous conference on this subject would recommend it to a colleague

Book online now

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