Follow the conference on Twitter #NHSComplaints
Today's chair:
Julie Thallon Vice Chair The Patients Association
EXTENDED SESSION: The NHS Wide Complaint Standard
Jo Power
Liaison Officer
Parliamentary and Health Service Ombudsman
Catherine Bulger
Dispute Resolution Caseworker
Parliamentary and 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
Investigating and Responding to Complaints with Compassion
Ben Wesson Head of Customer Enquiries and Complaints, People and Organisational Effectiveness
Nursing and Midwifery Council
• aims of training clinicians, managers and a patient panel in complaint management
• techniques for reviewing complaints processes
• the importance of communicating with patients clearly throughout the process
• North Bristol NHS Trust project – engaging staff and patients to commit to improving patient experience, and moving forwards
This conference is also taking place on THURSDAY 3 NOV 2022