We  would like to invite primary care colleagues to join an advice and guidance webinar event around learning from patient feedback on Wednesday, 2 April from 1.30pm to 3pm. Please join using this link.

The event will support colleagues to approach feedback from an objective perspective and help colleagues to think in a different way using ‘Human Fit’ tools and resources.

It will be presented by Jen Voorhees (GP) from Manchester University, with Lisa Brunton (research associate). They are currently working on a project titled ‘The use and usability of the OATH resource set’, which is funded by the National Institute for Health Research School for Primary Care research. Lisa is observing the webinar as a research associate and will be taking notes. No personal information will be collected: the focus will be on the content of the discussions and not on the specific role or input from any individual at the meeting.

The event will also introduce colleagues to the new complaints process that will be managed by NHS Kent and Medway from Monday, 1 April, and the team will also provide a very brief overview of the new Patient Safety Incident Response Framework (PSIRF).

Colleagues from a local practice have very kindly offered to share learning from a case study around increasing complaints relating to access and the new approach they introduced to resolve.  Here is more detail about the event.