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”
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.”
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
We are also running this event on Monday 20th January 2020 at the De Vere West One Conference Centre in London
