Best practice dealing with complaints and claims (NEWCASTLE)
26th September 2017
We are delighted to be hosting this free workshop with the Parliamentary and Health Service Ombudsman and NHS Resolution at our Newcastle Quayside office on Tuesday 26th September, 9.30am - 1.30pm.
Access to free, high quality care that is safe, clinically effective and which results in a positive experience for patients is the primary purpose of the NHS. There will be times when patients and their families may have concerns about the service they receive and make a complaint.
Join us at an exclusive free workshop in our Newcastle office from 9.30am – 1.00pm on Tuesday 26th September, where we will be joined by the Parliamentary and Health Service Ombudsman and NHS Resolution for a discussion around how Trusts handle complaints, claims and serious incident investigations and how the way complaints are handled can impact on any future claims.
Alexia Dawson, Associate in our Healthcare Team will be joined by Karl Banister, Director of Legal and Governance at the Ombudsman and John Mead, Technical Claims Director at NHS Resolution, to lead an interactive and insightful discussion around the complaints process giving you a fully rounded view to enable you to manage any future complaints more effectively. Topics covered will include :
- What the Ombudsman look for when reviewing a complaint?
- The process the Ombudsman follows to determine if a complaint will be upheld
- When the Ombudsman will suggest a financial award should be made and how this is quantified
- The application of the Ombudsman’s Principles in complaints handling
- Common themes encountered with complaints made to Trusts in the North of England
- The impact of complaints and Serious Incident investigations on claims made and how this impacts on a claim being settled
- Will financial payments made by a Trust following a recommendation by the Ombudsman be taken into account when quantifying a clinical negligence claim?
- Managing complaints files
- What might be disclosed as part of the complaints handling proceedings
- The legal implications of a complaint not being handled properly
This workshop is aimed at Medical and Clinical Directors, Chairs, Chief Executives, Midwives and anyone who deals with patient experience, claims, Duty of Candour, children’s services, risk, governance, mental health, safeguarding and DoLs.
9.30am – Registration and refreshments
10.00am – Presentations
1.30pm – Networking and lunch
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If you have any questions or would like further information regarding this or any of our other events please contact Chloe Atkinson by email on firstname.lastname@example.org