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Making Families Count: How can we learn from families’ complaints?


Event details

This webinar examines why families make complaints and offers a best practice guide on how to involve the patient/family and how staff can be guided by them and their observations. It also looks at how to achieve timely sharing of information and how to ensure good communication with the patient/family. In addition, you will learn how to disseminate the complaint investigation findings in your organisation and how to embed changes.

The speakers include two family members (one of whom is also an NHS staff member). They are joined by highly experienced patient safety and complaints staff, who will share their knowledge, experience, and ideas regarding how complaints are dealt with and how this could be improved. This webinar has been developed in line with the national NHS Patient Safety Standards introduced as part of the NHS Patient Safety Incident Response Framework (PSIRF) and the “Engaging and involving patients, families and staff following a patient safety incident” PSIRF supporting guidance.

This webinar is for…

  • Patient Safety Leads / Manager / Advisors
  • Complaints staff, PALS staff, Patient and Carer Experience Leads
  • Family Liaison Service Teams
  • PSIRF Implementation Teams
  • Governance Leads / Managers / Directors
  • Clinical Leads in Safety & Quality

Presenters: Jo Collins (Deputy Head of Patient and Carer Experience, AWP), Derek Richford, Joanne Simm (NHS Matron), and Jan Fowler (NHS Executive Director retired).

Learning outcomes:

Delegates will gain a better understanding and develop skills in the following areas:

  • Increasing confidence when dealing with the challenges, opportunities, and benefits of engaging positively with families when they raise a complaint.
  • Reinforcing why positively engaging families achieves better investigation outcomes for everyone.
  • Examining why families make complaints and what you can do to put this right for them.
  • How to involve families in investigations following a complaint, and how to be guided by the patient/family’s observations.
  • How to embed learning from complaints through promoting a learning culture that can lead to effective organisational change.

All participants will receive the programme and background information about Making Families Count in advance. Everyone who attends will also receive a resource pack (including a shareable PDF guide and the speakers’ slides) and a certificate of attendance.


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