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DTSTART:20240331T020000Z
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DTSTART:20241027T020000Z
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SUMMARY:Making Families Count: How can we learn from families’ com
	plaints?
DTSTAMP:20240311T175107Z
SEQUENCE:0
UID:1471-1-ee2a5ec9cbd1b5a75b4ec5d63ec903ec@www.pslhub.org
ORGANIZER;CN="Patient Safety Learning":noreply@pslhub.org
DESCRIPTION:\n	This webinar examines why families make complaints and of
	fers a best practice guide on how to involve the patient/family and how st
	aff 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.\n\n\n\n	The speakers include two family members (one of whom is 
	also an NHS staff member). They are joined by highly experienced patient s
	afety and complaints staff\, who will share their knowledge\, experience\,
	 and ideas regarding how complaints are dealt with and how this could be i
	mproved. This webinar has been developed in line with the national NHS Pat
	ient Safety Standards introduced as part of the NHS Patient Safety Inciden
	t Response Framework (PSIRF) and the “Engaging and involving patients\, 
	families and staff following a patient safety incident” PSIRF supporting
	 guidance.\n\n\n\n	This webinar is for…\n\n\n\n	\n		Patient Safety Leads
	 / Manager / Advisors\n	\n	\n		Complaints staff\, PALS staff\, Patient and
	 Carer Experience Leads\n	\n	\n		Family Liaison Service Teams\n	\n	\n		PSI
	RF Implementation Teams\n	\n	\n		Governance Leads / Managers / Directors\n
		\n	\n		Clinical Leads in Safety &amp\; Quality\n	\n\n\n\n	Presenters: Jo
	 Collins (Deputy Head of Patient and Carer Experience\, AWP)\, Derek Ric
	hford\, Joanne Simm (NHS Matron)\, and Jan Fowler (NHS Executive Direc
	tor retired).\n\n\n\n	Learning outcomes:\n\n\n\n	Delegates will gain a bet
	ter understanding and develop skills in the following areas:\n\n\n\n	\n		I
	ncreasing confidence when dealing with the challenges\, opportunities\, an
	d benefits of engaging positively with families when they raise a complain
	t.\n	\n	\n		Reinforcing why positively engaging families achieves better i
	nvestigation outcomes for everyone.\n	\n	\n		Examining why families make c
	omplaints and what you can do to put this right for them.\n	\n	\n		How to 
	involve families in investigations following a complaint\, and how to be g
	uided by the patient/family’s observations.\n	\n	\n		How to embed learni
	ng from complaints through promoting a learning culture that can lead to e
	ffective organisational change.\n	\n\n\n\n	All participants will receive t
	he programme and background information about Making Families Count in adv
	ance. Everyone who attends will also receive a resource pack (including a 
	shareable PDF guide and the speakers’ slides) and a certificate of atten
	dance.\n\n\n\n	Register\n\n
DTSTART:20240411T113000Z
DTEND:20240411T130000Z
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