During 2017 WellHandled is running a season of complaint handling masterclasses.

Caring About Complaints - 2017 Session 1 - 15th June, Edinburgh

Supporting staff to provide effective responsesThis Masterclass is designed to bring together senior complaint and patient experience staff to promote critical thinking and develop their knowledge of best practice. This has been prompted by revision of the NHS Complaints Procedure in Scotland and implementation of the Duty of Candour but also in recognition of the challenges that remain with developing a positive culture for dealing with patient feedback.

Based on current learning opportunities, WellHandled will take a fresh look at putting all of this into practice. We use real life examples that demonstrate the impact of benchmarking and early warning systems. 

The masterclass offers a reflective environment in which experiences can be shared and solutions explored.

We provide attendees valuable and constructive ideas to take away.

The day will include detailed case studies, interactive workshops and creative conversations with the aim of providing a new perspective and collective support. It will also provide some practical advice for you and your organisation and tools to develop behavioural standards for practice.

This will help to create a positive culture leading to improvement of the patient experience.

2017 Session 1 Programme & Topics:

    Welcome Breakfast and Introductions
   
- Insights into Modern Feedback Mechanisms

    - Risk Assessing Complaints: Practical tools to make a difference
    Refreshments
   
- Addressing Perceptions of Complaints: Round table discussion

    Lunch
   
- Investigations Workshop: Owning the issues and managing the statement process

   - Monitoring, Reporting, Auditing: Maintaining Quality
    Refreshments
   
- Are lessons being learnt? Embedding issue resolution at an organisational level: Senior Strategy Session


Costs will be £295 per delegate, including take away practical toolkit materials, welcome breakfast, lunch and refreshments throughout the day.

To book a place at the workshop please visit our event booking website >>

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Libby Campbell & Richard Walter

Organisers of Caring About Complaints - 2017 Session 1

Libby Campbell OBE is a former Director of Nursing, most recently for Acute Services in Lothian, where she was responsible for Clinical Governance and where she provided professional leadership for Nursing and Midwifery practice. She has over 30 years experience of dealing with complaints at all levels of the NHS and has seen the culture towards raising concerns change over time.

Richard Walter has over 30 years experience of complaints handling in the NHS both within NHS Lothian and the Scottish Ambulance Service. During 2005/2006, Richard was seconded to the Office of the Scottish Public Services Ombudsman (SPSO) and in 2008 he was a member of the Scottish Government Fit-For-Purpose Complaints System Action Group as part of the Professor Crerar review of scrutiny and complaints handling.

What people have said about Libby and Richard's previous events:- 

- Fantastic delivery styles
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Thoroughly useful content - transferable
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Lots of info to take away
- Helpful overview
- Real life cases with details of improvements made
- Great to have a good clinical story
- Inspiring and memorable