Workshop Objective

The purpose of the session is to remind delegates of their Practices obligations under the NHS complaints regulations of 2009 as well as the NHS constitution.

In addition to giving delegates a practical appreciation of how to meet the “my expectations “principle which is the basis of the Care Quality Commission’s(CQC) key lines of enquiry during Practice inspections.

There will be opportunities for reflection and peer-to-peer learning

Learning Outcomes

The learning outcome of this workshops are;

• Understand what Practices obligations are under the 2009 Regulations
  • Duties
  • 2 stage procedure
    • Local Resolution
    • Parliamentary & Health Service Ombudsman
• Complaints & the NHS Constitution
• Duty of candour – what that means
• CQC Lines of enquiry and the “my expectations” principle
  • Considering making a complaint
  • Making a complaint
  • Staying Informed
  • Receiving Outcomes
  • Reflecting on the experience
• Review a number of case studies
• Complete action plan