Medical representatives questioned on Complaints: do they make a difference?

28 June 2013

This is the fourth session of PASC’s inquiry into complaints handling. In the first panel the Committee will hear from health sector organisations to reflect on the approach to, and performance in, handling complaints in the NHS.  In the second panel the Committee will have the opportunity to consider the “user experience” in complaints handling with those who provide advocacy and support for individuals.

Tuesday 2 July 2013, Committee Room 16


Panel 1, 9.45am:

  • Dr Johnny Marshall, Director of Policy, NHS Confederation
  • Brenda Hennessy, Director of patient and public experience, Cambridge University Hospitals NHS Foundation Trust
  • Claire Murdoch, Chief Executive, Central and North West London NHS Foundation Trust

Panel 2:

  • Jonathan Senker, Chief Executive, Voiceability
  • Ruthe Isden, Services Programme Manager, Age UK
  • Katie Shaw, Head of Welfare Policy, Citizens Advice Bureau


Particular issues to be explored may include:

  • How the NHS gathers information on complaints received and shares learning;
  • The main difficulties individuals have in accessing and navigating complaints systems; and
  • What a positive complaints handling culture looks like and how this can be achieved.

Further information

Image: iStockphoto

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