NHS Complaints Summit: Improving Complaints Handling through the NHS Complaint Standards

This National Virtual Summit focuses on supporting staff to deliver good complaint handling and implementing and monitoring adherence to the PHSO National NHS Complaint Standards which are now being used and embedded across the NHS. 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 are welcomed and lead to change and improvements in patient care.

The conference will identify how you can improve response times to complaints in line with the government ambition to “reform the complaints process and improve response times to patient safety incidents and complaints” (10 yr plan for health 2025) through expanding on the Complaint Standards as outlined in the Dash review. The conference will also reflect involving people and their families in complaints and integrating the process with the new Patient Safety Incident Response Framework (PSIRF) to ensure patient safety actions and learning. The use of AI and technology in the management of complaints data and responses will also be discussed.

This conference will enable you to:

• Network with colleagues who are working to improve complaints handling

• Update your knowledge on the NHS Complaint Standards and how implementation can improve complaints handling

• Reflect on the implications of the 10 year plan and Dash patient safety review

• Improve response times to patient safety incidents and complaints

• Understand how to manage complaints alongside the Patient Safety Incident Response Framework (PSIRF)

• Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in Practice

• Understand how AI and technology can improve your analysis and response to complaints

• Learn how to bring kindness and compassion into complaints management, investigation, responses and learning

• Understand what PHSO and the CQC look for in a good complaint response

• Self assess your service against the NHS Complaint Standards

• Improve the way complaints and investigations involving serious incidents are handled

• Develop your skills in complex complaints handling including disputes, vexatious complainants and complaints across organisations

• Understand how you can improve frontline resolution of complaints in real time

• Develop your skills in de-escalation and conflict and dispute resolution

• Support staff through the complaints process including inquests

• Identify key strategies for ensuring change occurs as a result of complaints

• 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

• Supports CPD professional development and acts as revalidation evidence. This course provides 5 Hrs training for CPD subject to peer group approval for revalidation purposes

We are pleased to offer a 20% discount with code hcuk20PSL

Find our more and register here