NHS Wales Complaints Handling Network , Clayton Hotel Cardiff, Thursday, 23. January 2020

NHS Wales COMPLAINTS HANDLING Network
Part of the Welsh Risk Pool Safety & Learning Networks
This is your opportunity to MEET, SHARE & LEARN with colleagues from other NHS Wales organisations in relation to complaints handling practice and processes, and to help shape the future developments in this area.

PRINCIPLES OF SAFETY & LEARNING NETWORKS
Networks provide a chance for you to discuss the challenges and developments in this sector in an open and transparent environment.
Some clear principles have been identified which underpin the concept of Safety & Learning Networks.
Topic Focus
The Safety & Learning Networks are separated into groups related to topics within the patient safety and healthcare governance sector, rather than a combined group – which participants have indicated may mean that some topics risk a loss of focus.
Practitioner Focus
The Networks are intended to be attended by practitioners within the topic area of the group. It is not intended that Networks replace leadership meetings.
Each Network is chaired by practitioners within the topic area to which the group is related.
Outcome Focus
The Safety & Learning Networks are aims at enabling practical discussion, determination of concepts for change and consensus of direction. They are not intended to be a policy setting group or a review group, but do represent an opportunity for relevant practitioners to consider service design and improvements.
Facilitation
In order to be successful, Safety & Learning Networks must have support in order to influence change and improvement within the topic area of the group. The Welsh Risk Pool Safety & Learning Team will facilitate the discussions and support the Chairs of the groups in accessing senior leaders within the NHS, Welsh Government and Partner Organisations.
Space for consensus development
To enable considered and worthwhile discussion, the Network meetings will facilitate private discussion within the membership group. Partner organisations, regulatory bodies and other interested parties will be invited to Network meetings at suitable times in order that options can be discussed at an appropriate group. To encourage the principles of a safe-space for discussion of the challenges and potential solutions in relation to the group’s topic, each Network will not be expected to produce minutes – there will be an expectation of outcomes, actions and summaries of consensus to be recorded.
Record of meeting
As with all Safety & Learning Networks, the intention is to provide an open space for proactive and critical discussion in order to explore solutions. The meeting is not recorded in the format of minutes – but an output summary and recommendations / actions log is produced.
Escalation and hierarchy
The Safety & Learning Networks are not intended to be a group which commits a health body to a particular strategy or process – they are sharing forums for improvement.
The outcomes and summaries of Safety & Learning Network meetings will be reported to the National Listening & Learning from Feedback Group. This facilitates a process of escalation and provides an opportunity for other national groups to understand the activities of each Network.

Thursday, 23. January 2020, Clayton Hotel Cardiff, NHS Wales Complaints Handling Network

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