About this event
Michele Golden, Deputy Director of Safety and Learning will be discussing Improving practice in early resolution, covering:
- what does resolution mean to a complainant?
- the work of NHS resolution
- improving learning and local resolution
This conference will enable you to:
- Network with colleagues who are working to improve complaints handling
- Reflect on the perspective of a complainant who has been through the system to understand what person centred really means in practice
- Learn from outstanding practice in complaints management, investigation and learning
- Understand what the PHSO looks for in a good complaint response
- Reflect on national developments and learning
- Improve the way complaints and investigations involving serious incidents are handled
- Develop your skills in complex complaints handling and managing complaints across organizational boundaries
- Understand how you can improve frontline resolution of complaints in real time
- Develop your skills in de-escalation and conflict and dispute resolution
- Identify key strategies for ensuring change occurs as a result of complaints
- Understand what an excellent complaints response looks like
- Ensure you are up to date with the latest legal issues including ensuring adherence to the duty of candour
- Self assess, reflect and expand your skills in complaints handling
For more information visit their website.
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