This roundtable brings together complaints managers and handlers involved in the HSC complaints process to discuss key risks and challenges in complaint communication. The aim of the roundtable is to benefit participants by spotlighting the importance of communication for the implementation of the newly agreed model complaints handling procedure, and to provide a forum for discussion to inform the design of the bespoke suite of ‘real complaints’ training resources intended to support and enhance complaint handling in the future.

There are two featured speakers:

Joanne Matthews is a Complaints Standards Manager at NIPSO (NI Public Services Ombudsman). She has been leading NIPSO’s work to transform how public services handle complaints in Northern Ireland. Recent news about Joanne’s work can be found here

Real Complaints is a funded research project which aims to make the experience of complaining to the NHS better for patients and their families and improve the outcomes for the NHS. More information can be found here

The two talks will be followed with breakout groups led by designated spokespeople and structured around key questions and objectives. We will then conclude with a plenary discussion where participants are invited to share their insights, perspectives, and reflections on the risks and challenges of complaints communication.

PLEASE NOTE: This is only open to complaints staff working in Northern Ireland HSC complaints. Please indicate your trust/role in the sign up in the event registration.

Registration will close at 5pm on Monday 6 June.

Once you have signed up a Zoom link will be sent to you closer to the event. Any questions, please email info@realcomplaints.org.

Event Programme

Wednesday 15 June 2022

10.00am - Welcome and Introduction

10.10am - NIHR Real Complaints

10.40am - Joanne Matthews, NIPSO

11.10am - Breakout rooms

11.30am - Plenary discussion