10:00
Welcome and Introduction
Lucy Watson
Chair
The Patients Association
10:10
A lived experience of the complaints process from a patient perspective
Rachel Jury
Patient Representative
Royal Bournemouth Hospitals NHS Foundation Trust
• learning from the lived experience
• how can we put patients at the heart of the process?
• ensuring access to advocacy
• supporting reconciliation between the patient and hospital staff
10:40
EXTENDED SESSION: The NHS Wide Complaint Standard
Jo Power
Liason Officer
Parliamentary 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
11:10
Case Study - Learning from a Complaint Standards pilot site
Agnes Wozna
Patient Experience Lead and Freedom to Speak Up Guardian
Spectrum Community Health CIC
Susan Thornley
Head of Healthcare
HMP Kirkham
• why we were chosen for the pilot
• our experience of implementing the standards, model procedure and guidance
• what have we learned and how have things improved in our organisation
• next steps
NEXT CONFERENCE DATE:
NHS Complaints Summit on 8 June 2022