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Effective complaints handling in secondary care course agenda 2019
6 CPD credits*
Complaints are common and rising year on year. Effective complaints handling is important to avoid matters escalating. It also encourages continuous improvement in the quality and safety of care.
This course sets out the regulatory framework for complaints in the NHS and your obligations, and provides practical experience of responding to complaints.
Topics covered include:
This course complements the Conflict resolution and mediation course. They are on consecutive days to make it easier for you to attend both courses if you would like to.
*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.
Strategic complaints lead, NHS England
Lee was former assistant director of patient experience and public engagement at Cambridge University Hospitals NHS Foundation Trust until he joined NHS England in 2013. He has been a witness at a Health Select Committee giving evidence on what good complaints handling looks like and he previously chaired the East of England's Complaints Managers' Forum.
Since working at NHS England, Lee has worked on joint research with the Parliamentary and Health Service Ombudsman on complaints handling; published NHS England's Quality Framework for Complaints Handling; and commissioned toolkits on complaints handling for acute and primary care.
He is currently rolling out NHS England's peer review of the complaint handling programme.
Dr Sally Old
Sally was a consultant clinical oncologist before joining the MDU in 2006. She trained in hospital medicine before specialising in cancer treatment, including radiotherapy. With a main interest in thoracic oncology, including lung cancer and mesothelioma, her clinical role involved producing reports for solicitors and the local Coroners. This sparked her desire to know more about medico-legal medicine. Sally has an LLM in Medical Law and Ethics from the University of Kent. She is a Member of the Faculty of Forensic and Legal Medicine and sits on its Revalidation Committee.
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