Handling and learning from service-user complaints as part of PSIRF

This workshop is part of the Empowered Leadership for Safe Compassionate Care Workshop Series facilitated by Tom Bell MIHSCM, Director and Lead Consultant, Cormetis Consulting. Tom is an author, consultant, educator, and speaker with extensive experience in organisational culture and ethics. He draws on a unique combination of lived, learned, and professional experiences to provide informed best practices. Tom specialises in wilful blindness, ethical fading, and cultural conformity in public services, and created the IHSCM How To Speak Up Safely in Health and Social Care Short Course Masterclass. In this session you will learn how to welcome, manage and learn from patient complaints and align your efforts with the implementation of PSIRF. Tom will explain the importance of integrating empathy and structured processes when dealing with service-user complaints, especially in the context of the Patient Safety Incident Response Framework (PSIRF)