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This conference is focused on navigating the complexities of complaints handling in social care settings. Join us as we share the latest insights into practical challenges, best practices and legal guidance for managing and resolving complaints effectively. Through a series of expert-led sessions, you’ll gain a thorough understanding of how to handle complaints fairly, improve transparency, and enhance the experience of service users while maintaining compliance with regulatory expectations.
“Good, effective systems that allow people with care needs and their families to raise concerns and challenge decisions are at the heart of enabling people to live independently and with dignity whilst also promoting their rights.”
Adult Social Care Complaints, Reviews and Appeals: A good practice guide for local authorities, , Local Government & Social Care Ombudsman, February 2025
“Complaints are a cost-effective way to identify issues early and make improvements; the best organisations will view them as central to good governance and accountability”
Annual Review of Adult Social Care Complaints 2023-24, Local Government & Social Care Ombudsman, September 2024
Attendees will leave with actionable strategies to streamline complaints processes, respond to concerns with confidence, and foster a culture of continuous improvement. In addition to exploring guidance, this conference will provide practical case study examples of a model complaints handling process, how staff can be better trained to facilitate a transparent complaints process, and how complaints data can be used to drive service improvement.
With opportunities for virtual networking, you’ll connect with peers and professionals committed to upholding quality care, trust, and integrity in social care services.
This conference will enable you to:
Understand how good complaints handling supports and upholds quality care and trust in social care services
Identify key guidance in complaints handling from the Local Government & Social Care Ombudsman
Gain insights into current challenges and obstacles preventing some councils from handling complaints efficiently
Develop strategies for managing complaints and ensuring an appropriate timeline for complaints handling is being met
Learn how to provide representation and advocacy for people who require support with the complaints process
Train staff and enhance their skills in delivering reasonable adjustments and accessibility to those who need it
Understand how complaints data can be used to drive service improvement
Build expertise in working jointly with multiple organisations including health and social care
Improve communication when multiple agencies are involved and learn how to escalate the complaints process when organisations disagree over responsibility
Learn from key legal considerations in complaints handling including compliance with the care act and how the LGSCO provides a legal alternative
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
