Follow the conference on Twitter #NHSComplaints
Conference chairs:
Ben Wesson Head of Customer Enquiries and Complaints
People and Organisational Effectiveness, NMC
Member PHSO working group on the Complaints Standard Framework
Mike O’Connell
Legal Services Practitioner
Interim Senior Inquests Manager
alderdale and Huddersfield NHS Foundation Trust
EXTENDED SESSION: The NHS Wide Complaint Standard
Jo Power Liaison Officer Parliamentary and Health Service Ombudsman
• PHSO update
• supporting and improving front line complaint handling
• the new NHS Complaint Standards, model procedure and guidance
• what the Standards mean for your organisation
• implementing the standards in your service
"The Patient Investigation and Learning Team have been formed through the amalgamation of the previous Claims, Patient Safety Investigation and Complaints Departments with a single admin hub, providing a centralised platform for investigation, resolution, learning, family liaison and staff support across the Trust..... We investigate and Resolve Complaints; investigate Moderate and Serious Harm Incidents, providing recommendations for learning; and ivestigate and resolve clinical negligence and personal injury claims"
Complaints Resolution & Learning from Claims
Naomi Assame
Safety and Learning Lead
NHS Resolution
• what does resolution mean to a complainant?
• the work of NHS resolution
• learning from complaints that turn into claims
- Naomi Assame Biography 0.03 MBDOCXfile
- Naomi Assame Abstract 0.01 MBDOCXfile
- Naomi Assame Presentation Slides 7.21 MBPPTXfile
"After an incident the following actions are not only statutory, regulatory and professional requirements, but also the right and fair way to support staff, patients and their families
–Making a meaningful apology as soon possible
–Communicating openly and clearly with patients and their families
–Keeping patients, families and staff informed throughout an incident and investigation"
We are also running this conference virtually on Friday 3rd March 2023