The NHS Complaint Standards were published by the Parliamentary and Health Service Ombudsman on 1st March 2021
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Find out more about virtual attendance
This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints are welcomed and lead to change and improvements in patient care.
The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regarding delayed treatment due to the
pandemic.
“NHS Complaint Standards are now being rolled out across the health service. The Standards were welcomed by the health sector as much needed guidelines to provide a unified approach that will benefit complaint staff and complainants alike… Good complaint handling can mean the difference between better services and mistakes being needlessly repeated. As I have seen time and again, learning lessons from complaints can prevent serious harm and even lives being lost. This is why organisations must embed a learning and improvement culture that places complaints at the heart of service improvements. The Standards will support this approach.”
“The Standards are changing people’s perception of complaints – from something that is seen as a negative, to something that is viewed as a valuable source of learning and insight into how public services can be continuously improved.”
“The coronavirus pandemic is affecting the type and number of complaints people are bringing to us.”
This conference will enable you to:
- Network with colleagues who are working to improve complaints handling
- Update your knowledge on the March 2021 NHS Complaint Standards and how it will change complaints handling for the better
- Understand how to manage complaints regarding Covid-19
- Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in practice
- Learn how to bring kindness and compassion into complaints management, investigation, responses and learning
- Understand what PHSO and the CQC look for in a good complaint response
- Self assess your service against the NHS Complaint Standards
- Improve the way complaints and investigations involving serious incidents are handled
- Develop your skills in complex complaints handling including disputes, vexatious complainants and complaints across organisations
- Understand how you can improve frontline resolution of complaints in real time
- Develop your skills in de-escalation and conflict and dispute resolution
- Support staff through the complaints process including inquests
- Identify key strategies for ensuring change occurs as a result of complaints
- 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
- Supports CPD professional development and acts as revalidation evidence. This course provides 5 Hrs training for CPD subject to peer group approval for revalidation purposes
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