Event Summary

Chaired by NHS Resolution, attend Westminster Insight’s Improving Complaint Handling in the NHS Digital Conference to learn how to deliver fair, timely and consistent complaint handling to benefit patients, staff and services. Improve your culture of learning from complaints. Build efficient internal communication across clinical and non-clinical services to effectively manage complaints.

With PHSO due to launch the new NHS Complaints Standards soon, 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

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

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