Transform your complaints process, save hundreds of hours on admin and ensure each voice is heard | Event Details

Summary

4th March | 11 am

Across the NHS, complaints and patient feedback play a vital role in improving safety, trust, and care quality. With the introduction of Martha's Rule, organisations now have a clearer framework for responding consistently, transparently, and with compassion.

At the same time, complaints teams are handling increasing volumes, tighter reporting requirements, and pressure to respond faster without compromising quality.

In this session, VerseOne will explore how AI-assisted complaints handling can support NHS organisations to work more efficiently, strengthen governance, and turn feedback into meaningful learning, while keeping patient voices at the centre of the process.

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Common roles attending this session

• Heads of Patient Experience

• Complaints and PALS Managers

• Directors of Quality and Governance

• Clinical Governance Leads

• Risk, Safety, and Compliance Managers

• Digital Transformation and Innovation Leads

• Operational Managers supporting complaints handling

• ICS / ICB Quality and Assurance Teams

• Others involved in complaints management, patient experience, governance, or regulatory reporting.

Why attend this session

• Complaints volumes are increasing across services and pathways

• Teams are balancing speed, empathy, and consistency under growing scrutiny

• Reporting expectations from CQC, NHS Resolution, and ICS/ICBs continue to rise

• Manual triage and categorisation slow response times and increase workload

• Patient feedback contains valuable learning, but insight is difficult to extract at scale

• There is growing interest in practical, realistic uses of AI that fit NHS environments and budgets

What you'll come away with

• A clearer understanding of how AI can support compliant, compassionate complaints handling

• Insight into reducing administrative burden while retaining appropriate human oversight

• Practical examples of automating intake, categorisation, and routing

• Greater confidence in how AI can support auditability and regulatory reporting

• New approaches to turning complaints data into actionable insight for safety and governance teams

• Language and evidence to support internal conversations around digital improvement

What we'll cover

• The operational challenges facing NHS complaints teams today

• How AI-assisted triage and response can save time while improving consistency

• Supporting Martha's Rule principles through clearer, fairer processes

• Creating robust audit trails for CQC, NHS Resolution, and ICS/ICB assurance

• Using complaints data as a learning resource, not just a compliance requirement

• Seeing Patient Voice technology in action within a realistic NHS context

VerseOne has worked with NHS providers for over  20 years , delivering  400+ digital and service solutions  across the sector. Our work is grounded in evidence-led insight and supported by a  ISO 9001-certified   delivery framework , helping organisations move beyond assumptions and deliver measurable improvement.

If improving complaints handling, regulatory confidence, and patient trust is already a priority:

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