Please click on the links below to download the presentations from today’s speakers.

Please note that the presentations will be available for 30 days after the conference and will be deleted after that.

Time

Description

9.30

Supporting Staff and Employee Recovery
Speaker: Sarah Reid, Barrister-at-Law & Author

10.10

The Ideal Complaints System
Speaker: Jack Nagle, Alpha Healthcare

11.30

Using Patient Complaints & Concerns to improve the patient experience
Speaker: Margaret Marshall, Assistant Director of Clinical and Social Care Governance, Southern Health and Social Care Trust, Northern Ireland

12.00

Meeting the Needs of Vulnerable Complainants
Presentation by Caroline Kerby, Director of Strategic, Development, Harness Healthcare, NHS Alliance

Presented by Jack Nagle, Alpha Healthcare

12.30

Anatomy on complaints from a clinician’s perspective
Speaker: Nick Flynn, GP, General Practice & Minor Surgery Clinic, Hollyhill Medical Centre

2.00

Complaints and Litigation
Speaker: Mary Kirwan, Barrister and Lecturer RCSI 

2.40

Empathy & Language of Complaints
Speaker: Richard Walter, Co-ordinator of NHS Complaints Personnel Association Scotland and Lecturer with Well Handled Independent Complaints Services

3.20

Information Sharing in the investigation of complaints – Data Protection, Freedom of Information and privilege considerations
Speaker: Claire Hogan, Barrister-at-Law & Lecturer