Patient Complaints - The DOs and DON'Ts - two half day workshops, Thursday 7 October 2015

Format

A combination of presentations and group discussion with plenty of opportunities to ask questions and learn from each other.

Presenters

Sharon Grant OBE, Chair, Healthwatch Haringey

Sharon has helped practices in Haringey prepare for a CQC inspection of their complaints handling process and is a national advisor on patient involvement. Sharon will talk about preparing for a CQC inspection of your practice complaint handling process.

Steven Waweru, Regional Complaints Manager for London, NHS England

As a senior NHS manager, Steven will share his intimate knowledge of the NHS E complaints process and present case studies of complaints. You will have an opportunity to examine plenty of examples of what a good- and a not so good- response to a complaint looks like.

Vicky Ferlia, Director of GP Support at LLMC

Vicky will give an overview of the regulatory and contractual requirements of a practice complaints process and explain what Londonwide LMCs can do to help you to avoid the pitfalls.

Alison Dalal, Practice Manager, West London

As a very experienced PM, Alison will explore some of the consequences of a poor process and ideas for “good practice” for patient complaint handling.