NHS Complaints Summit 2022

10:00

Welcome and Introduction

Lucy Watson 
Chair 
The Patients Association

• Lucy Watson Biography 0.01 MBDOCXfile

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10:10

A lived experience of the complaints process from a patient perspective

Rachel Jury
Patient Representative
Royal Bournemouth Hospitals NHS Foundation Trust

• learning from the lived experience
• how can we put patients at the heart of the process?
• ensuring access to advocacy
• supporting reconciliation between the patient and hospital staff 

• Rachel Jury Biography 0.12 MBDOCXfile

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10:40

EXTENDED SESSION: The NHS Wide Complaint Standard

Jo Power
Liason Officer
Parliamentary Health Service Ombudsman

• PHSO update
• supporting and improving front line complaint handling
• the new NHS Complaint Standards, model procedure and guidance
• what the Standards mean for your organisation
• implementing the standards in your service 

• Jo Power biography 0.01 MBDOCXfile

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11:10

Case Study - Learning from a Complaint Standards pilot site

Agnes Wozna 
Patient Experience Lead and Freedom to Speak Up Guardian
Spectrum Community Health CIC

Susan Thornley
Head of Healthcare
HMP Kirkham

• why we were chosen for the pilot
• our experience of implementing the standards, model procedure and guidance
• what have we learned and how have things improved in our organisation
• next steps

• Agnes Wozna presentation slides 8.47 MBPPTXfile

NEXT CONFERENCE DATE:

NHS Complaints Summit on 8 June 2022