Morning Session

You will be able to attend 2 workshops in the morning session from the following options: 

The Power of Apology
Are you unsure of when to apologise?  Is sorry really the hardest word to say? 
The session will help participants to: 

• Identify when a meaningful apology can be used
• Understand the elements of a good apology
• Be more confident in using apology as a tool to achieve early resolution

Learning from Experience ...  NHS and Social Work Feedback and Complaints Procedures
Since the introduction of the new Complaints Handling Procedures in April 2017 organisations have been working hard to improve their procedures and people’s experiences of using feedback and complaints systems.  This interactive session will enable participants to hear from SPSO about their experience of working with individuals and organisations throughout the year and provide the opportunity to share their experience with others including some insights from their thematic reports.

Learning from Experience …  Implementing the Procedure in NHS Boards
Hear from NHS Boards about their experiences of implementing the new model Complaints Handling Procedure and find out about some of the new ways of working and share the learning.  An interactive session that will enable participants to learn from each other and support improvements in their own practice.

Learning from Experience … Implementing the new complaints process in Social Care
Hear from the Care Inspectorate about the new complaints process for social care and what this means for you.  An interactive session that will enable participants to learn from each other and support improvements in their own practice.

Meetings with Families and Difficult Conversations
Meeting with patients/clients, families and carers provides a unique opportunity as an organisation to:

• listen, understand and sometimes learn from their experience
• apologise
• enable staff to explain face to face the detail of care that was and is provided
• alleviate fear and provide closure
• avoid complaints or escalation

This workshop will enable participants to understand the practicalities and skills required to undertake these meetings and have conversations regarding complaints or provision of care that falls below expected standards.