Public Sector Event

NHS Complaints: Implementing The Recommendations From 'Putting Patients Back In The Picture'

Venue: ICO Conference Centre
22 Berners Street

Date: 26 Feb 2014

Synopsis: This conference focuses on implementing the recommendations from the National Review into Complaints Handling in the NHS including developing board level responsibility, improving complaints standards and complaints handling, improving communications and information on the wards, responding to patient concerns, giving the complaints process independence and implementing the statutory duty of candour. The conference will also update delegates on national developments including how the Care Quality Commission will be using complaints information in the new inspection plans and new requirements for trusts such as the annual complaints report.

Putting Patients Back In The Picture, the National Review into complaints handling in the NHS, was released on the 28th November 2013. The review was commissioned following the Francis Inquiry into Mid-Staffordshire NHS Foundation Trust. The recommendations aim to improve the quality of care, address the causes of complaints, improve access and responsiveness of the complaints system, and ensure that hospitals adopt an entirely new attitude to complaints. Secretary of State for Health, Jeremy Hunt said: “We saw in Mid-Staffs how badly things go wrong when patients' and families’ complaints aren’t taken seriously. I want to see a complete transformation in hospitals’ approach to complaints, so that they become valued as vital learning tools”


Kerry Tarrant Tel: 01932 429933 Fax: 020 8181 6491