Shared Insights with Irwin Mitchell: Improving communication with patients and families
This special Shared Insights session is jointly hosted by Browne Jacobson and Irwin Mitchell and chaired by Amelia Newbold, Risk Management Lead at Browne Jacobson. Our experienced speakers will share their insights on the steps that organisations can take to improve communication with patients and families when responding to incidents and complaints and then throughout the claims process:
- Tania Harrison is an experienced partner at Irwin Mitchell who has represented patients and families in clinical negligence claims and inquests for many years. Tania will share her insights into best practice for health and care organisations when responding to incidents, complaints and claims. She will provide practical examples to illustrate what this looks like when it is done well and share real life case examples where organisations engaged with her clients in a timely and sensitive way, providing written responses which were easy to understand and compassionate in tone and rebuilt trust with the patient or their family to support an early resolution of the complaint or claim in an effective and compassionate way. Tania will also share real life case studies and insights into the adverse impact that poor quality investigations and complaint responses has on occasion had on her clients. Tania will share her insights on the steps health and care organisations can take to learn from her experience of representing patients and families for many years, with practical hints and tips which clinicians and organisations can take away to help shape and improve practice in this area.
- Cameron Kennedy, Liaison Manager at the Parliamentary and Health Ombudsman Service will share insights from the recent report 'Broken trust: making patient safety more than just a promise', published by the Parliamentary and Health Ombudsman Service on 29 June 2023. The report highlights that despite significant developments in patient safety over the last decade there remains a gap between ambitious patient safety objectives and effective learning within a just and learning culture to prevent harm. The report also demonstrates the adverse impact that poor quality investigations and complaint responses can have on patients and their families in the aftermath of harm and how organisations can make tangible improvements in this area.
- Karen Urbicki, Associate Safety and Learning lead from NHS Resolution will share the resources NHS Resolution make available for organisations to support front line staff to understand not only the legal obligations (including the Duty of Candour) but also the impact of engaging with patients and their families in a timely and sensitive way.
Delegates will have the opportunity to put questions to the speakers and share examples of best practice across the health and care sector.
Contact
Amelia Newbold
Risk Management Lead
Amelia.Newbold@brownejacobson.com
+44 (0)115 908 4856
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