{{ item.label }}: {{ item.title }}

NHS Complaints Summit

Wednesday 9 Mar 2022


The NHS Complaint Standards were published by the Parliamentary and Health Service Ombudsman on 1st March 2021

Follow the conference on Twitter #NHSComplaints

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

“Good complaint handling provides a direct and positive connection between those who provide services and the people who use them. Complaints offer a rich source of learning to help improve services for everyone. This is particularly true for NHS organisations, which provide services that so many people rely on – often at critical times of need..”

PHSO March 2021            

“The coronavirus pandemic is affecting the type and number of complaints people are bringing to us.”

Parliamentary and Health Service Ombudsman 2021

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


Chair and Speakers Include:

Lucy Watson

The Patients Association

Jo Power

Liaison Officer
Parliamentary and Health Service Ombudsman

Professor Sandy Jack

Consultant Clinician Scientist & Professor of Prehabilitation Medicine in the Anaesthesia/Critical Care & Perioperative Medicine Research Unit
University Hospital Southampton NHS Foundation Trust

Jo Mason-Higgins

Head of Claims, Complaints and Patient Safety Investigations Lead for Duty of Candour
Gloucestershire Hospitals NHS Foundation Trust

Exhibition & Sponsorship Packages

This conference offers a valuable opportunity for industry suppliers to personally meet with their target audience where they will have time to talk and demonstrate the benefits of their products. High quality specialist audiences make having a presence at our events a highly targeted and cost effective marketing channel.

Why Exhibit?

Having a presence at this event will give you the opportunity to:

  • Demonstrate your product, system or service
  • Network and engage with your key audience  
  • Generate new business leads
  • Gain exposure for your brand and raise the profile of your organisation
  • Understand the current needs of your audience and challenges they’re facing
  • Update your knowledge of national policy and local developments  


Contact Carolyn Goodbody for exhibition and sponsorship prices, or to discuss a tailored package to suit your needs and budget.

Fee Options

NHS & Public Sector



Voluntary sector & charities



Commercial organisations



Virtual Training



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

Supporting Organisations

Browser unsupported

You’re using an unsupported browser.

This website uses the latest web technology and your browser doesn't support those technologies at this time.

Please update to Chrome, Firefox, Edge or Safari (on Mac) to view the full experience.