ISCAS Annual Training Conference - Continuing Improvement in Complaint Management
In April 2018 CQC stated with regards to the Independent Sector:
We found that most patients had prompt access to effective treatment and experienced personalised care from highly skilled and caring staff. Much of the care and treatment we have seen at independent acute hospitals is good – and we found that effective leadership at a local level, good staff engagement and a close oversight of the services being provided played a key role in ensuring high-quality care. …..safety was viewed as the responsibility of individual clinicians, rather than a corporate responsibility supported by formal governance processes. In particular, we found that monitoring of medical governance such as scope of practice of individual consultants was not consistently robust.
ISCAS has also found that:
Evidence of hospitals still not understanding that doctors holding practising privileges have to be fully involved in complaints process – informing patients that they are ‘independent contractors’ or that consultants are ‘not employed by the hospital’.
In December 2018 IHPN announced:
Sir Bruce Keogh will lead on the development of a “Consultant Oversight Framework” to ensure that best practice is spread across all independent acute hospitals and that the excellence found by the CQC in many parts of the sector is reflected more broadly.
Why you should attend this event:
The ISCAS Annual Training event has been widely supported for many years and continues to provide those working in complaint handling with targeted training based on issues raised in the independent sector.
The 2019 agenda will focus on lessons learned from complaints as a way to drive continual improvement in complaint handling. Speakers will come from a range of relevant organisations including the Patients Association, the Care Quality Commission (CQC), the Parliamentary and Health Service Ombudsman (PHSO) and we will also hear about progress on the Consultant Oversight Framework.
All the sessions will be tailored around complaint handling in the independent sector and sessions will be arranged to provide time for feedback from those working in the sector and workshop time on hot topics raised through the ISCAS Governance Advisory Board.
Who should attend the day:
The training will be applicable to a wide range of staff working in the independent sector who are keen to improve complaint handling, whether in direct patient facing roles in hospitals and clinics focusing on stage 1 complaints or in group / head office roles with responsibilities for stage 2 complaints and / or the coordination of stage 3 adjudications with ISCAS.
To view the full conference programme, click here.
09:45 - 16:45
£ 50.00 plus 20% UK VAT (if based in the UK) for ISCAS subscribers
£ 100.00 plus 20% UK VAT (if based in the UK) for non ISCAS subscribers
Tuesday 11 June 2019.
Address: Bankside House, 24 Sumner Street, London, SE1 9JA