Event Summary

The PHSO will launch the new NHS Complaints Standards later this year. Join Westminster Insight’s Improving Complaint Handling in the NHS Conference to hear how to implement the new framework in your organisation. Learn how to deliver fair, timely and consistent complaint handling to benefit patients, staff, and services.

Most patients make complaints to ensure service improvement – improve your culture of learning from complaints. Hear from NHS trusts who have experienced the early adopter programme including overcoming challenges and benefits to the new framework. This full-day event will share how to implement remedies quickly, helping to improve services, foster better relationships and achieve early resolutions.

Gain insight on how to support NHS complaint handlers so they feel confident when undertaking their job. We will discuss how to create excellent leaders who can handle and navigate complex complaints. The event will focus on:

  • Early resolution: preventing minor concerns and complaints from escalating
  • Co-operation: sharing best practice and learning from one another’s trials and successes
  • Cultural change: offering mutual support for improvement rather than blame

This full-day event will take place in-person to enable you to build relationships and learn from your peers.

Key Points

  • Making Complaints Count: changing mindsets and attitudes towards complaints in the NHS
  • Preparing and planning for the new NHS Complaint Standards in 2022
  • Learnings and feedback from the early adopter programme
  • Empowering staff and patients: developing accessible, timely and simple complaint handling in the NHS
  • Managing and navigating complex complaints caused by Covid-19
  • Deescalating complaints: aiming for and achieving early resolution

Venue Details and Access

In-person – The conference will take place in zone 1 in central London.  The venue will be announced shortly. Attend this half-day event in person to build relationships and learn from your peers. Meet leaders, role models, award-winning LGBT+ network groups and best practice employers who have embraced LGBT+ diversity at every level.

OnlineThe conference will be recorded and live streamed via a custom digital platform. The content will be available on demand for 14 days.