Marcus Evans will be in conversation with Jo Osimuwa and Rachel Gibbons.
\n \nThis event will explo re how healthcare services can manage complaints i n a way that supports learning and improvement whi le avoiding a culture of blame. It will examine ho w complaints processes have sometimes failed patie nts and families - leaving them feeling unheard - but also how poorly managed investigations can pla ce staff under damaging\, prolonged scrutiny.
\n \nThe discussion will focus on the challeng e of maintaining a careful balance: taking concern s seriously and identifying genuine problems\, whi le recognising the limits of complex systems where not every adverse outcome reflects wrongdoing. It will also consider how distress\, grief\, and unc ertainty can shape complaints\, and how institutio ns can provide thoughtful containment rather than allowing situations to escalate.
\n \nCentr al to the event is the role of institutional judgm ent - developing processes that are thorough yet p roportionate\, and ensuring leaders have the confi dence to reach and act on reasonable conclusions. The aim is to show how services can remain fair\, reflective\, and effective in supporting both pati ents and staff.
\n \nA conversation between:
\n \nMarcus Evan s: Psychoanalyst\, Fellow of the Institut e of Pyschoanalysis\, former Clinical Lead of the Adult Department at the Tavistock Clinic.
\n \nJo Osimuwa: Clinical and Oper ational\, South London and Maudlsey NHS Foundation Trust.
\n \nRachel Gibbons: Consultant Psychiatrist\, Psychoanalyst and Gr oup Analyst.
\n \nEach speaker brings exte nsive experience in managing complaints within the NHS and will discuss how healthcare organisations can balance accountability\, learning\, and staff wellbeing.
\n \nThis lecture will be recorded and available for 7 days after the lectur e takes place.
\n \nR EFUND POLICY: Full refunds are offered for cancell ations made before 14 days before the event date o r first day of an event or series. For full event booking terms and conditions click here.
\n \nConcession tickets are ava ilable\, for students\, BPAS candidates and NHS tr ainees and nurses. Please email outreach@iopa.org.uk if you are un sure if you qualify for a concession ticket.
\n \nViews and opinions expressed by speakers are their own and do not represent th e views or opinions of the Institute\, event organ isers or other speakers. We expect delegates to re spect the confidentiality of clinical material dis cussed in our events. The content must not be reco rded\, conveyed or disseminated in any format and participants must not share access to the event wi th non-registered participants.
DESCRIPTION:Marcus Evans will be in conversation with Jo Osimu wa and Rachel Gibbons. \n \n \n \n This event will explore how healthcare services can manage compla ints in a way that supports learning and improveme nt while avoiding a culture of blame. It will exam ine how complaints processes have sometimes failed patients and families - leaving them feeling unhe ard - but also how poorly managed investigations c an place staff under damaging\, prolonged scrutiny . \n \n \n \n The discussion will focus on the cha llenge of maintaining a careful balance: taking co ncerns seriously and identifying genuine problems\ , while recognising the limits of complex systems where not every adverse outcome reflects wrongdoin g. It will also consider how distress\, grief\, an d uncertainty can shape complaints\, and how insti tutions can provide thoughtful containment rather than allowing situations to escalate.\n \n \n \n C entral to the event is the role of institutional j udgment - developing processes that are thorough y et proportionate\, and ensuring leaders have the c onfidence to reach and act on reasonable conclusio ns. The aim is to show how services can remain fai r\, reflective\, and effective in supporting both patients and staff.\n \n \n \n A conversation betw een:\n \n \n \n Marcus Evans: Psychoanalyst\, Fell ow of the Institute of Pyschoanalysis\, former Cli nical Lead of the Adult Department at the Tavistoc k Clinic.\n \n \n \n Jo Osimuwa: Clinical and Oper ational\, South London and Maudlsey NHS Foundation Trust. \n \n \n \n Rachel Gibbons: Consultant Psy chiatrist\, Psychoanalyst and Group Analyst. \n \n \n \n Each speaker brings extensive experience in managing complaints within the NHS and will discu ss how healthcare organisations can balance accoun tability\, learning\, and staff wellbeing. \n \n \ n \n This lecture will be recorded and available f or 7 days after the lecture takes place. \n \n \n \n \n REFUND POLICY: Full refunds are offered for cancellations made before 14 days before the event date or first day of an event or series. For full event booking terms and conditions click here. (h ttps://psychoanalysis.org.uk/node/103004)\n \n \n \n Concession tickets are available\, for students \, BPAS candidates and NHS trainees and nurses. Pl ease email outreach@iopa.org.uk (http://iopa.org.u k/) if you are unsure if you qualify for a concess ion ticket.\n \n \n \n Views and opinions expresse d by speakers are their own and do not represent t he views or opinions of the Institute\, event orga nisers or other speakers. We expect delegates to r espect the confidentiality of clinical material di scussed in our events. The content must not be rec orded\, conveyed or disseminated in any format and participants must not share access to the event w ith non-registered participants.\n \n CATEGORIES:Series CALSCALE:GREGORIAN DTSTAMP;TZID=Europe/London:20260702T200000 DTSTART;TZID=Europe/London:20260702T200000 DTEND;TZID=Europe/London:20260702T213000 LOCATION:Online via Zoom\n United Kingdom\n URL:https://psychoanalysis.org.uk/civicrm/event/info?reset=1&id=1982 END:VEVENT END:VCALENDAR