26 November 2015: DAY 1 

Complaints resolution in the age of participation, expectation and person-centred care

Dr Grant Davies, Health Services Commissioner        

PARTNERING WITH CONSUMERS FOR QUALITY IMPROVEMENT: A CONSUMER PERSPECTIVE

Susan Biggar, Senior Manager, Consumer Partnerships Health Issue Centre 

NEW APPROACHES TO COMPLAINTS RESOLUTION IN MENTAL HEALTH

Lynn Coulson Barr, Mental Health Complaints Commissioner     

THE CONSUMER EXPERIENCE

Jim Demetriou, Consumer and Advocate

IMPROVING HEALTH OUTCOMES WITH CULTURALLY APPROPRIATE COMMUNICATION STYLES

Barbara West, Consultant in Culture, Gender and Intercultural Communication

DEALING WITH COMPLAINTS IN HIGHLY SPECIALISED SERVICES

Andrew Way, Chief Executive Officer, Alfred Health

DEVELOPING A PATIENT EXPERIENCE STRATEGY TO SUPPORT CHANGE

Natalie Sullivan, Executive Director, Brighton and Continuing Care 

 27 NOVEMBER 2015: DAY 2

UNDERSTANDING MISUNDERSTANDING

Megan Philpot, Deputy Ombudsman Victoria                                             

CLAIMANTS AND THE LAW- DOTTING I’S AND CROSSING T’S

Dimitra Dubrow, Maurice Blackburn Lawyers         

DIVERSITY, POWER AND RANK: HIDDEN FACTORS IN COMPLAINTS AND COMPLAINT RESOLUTION

 Rho Sandberg, CLE Consulting Australia                                                     .

WHAT DO YOU DO WITH DATA AND HOW CAN IT MAKE A DIFFERENCE

Jill Butty, Director, Quality and Safety, The Women’s (The Royal Women’s Hospital)

OPEN DISCLOSURE – IS IT A MYTH?

Elizabeth Kennedy, General Counsel and Corporate Secretary, Peter MacCallum Cancer Centre                            

ACCREDITATION, COMPLAINT MANAGEMENT AND QUALITY IMPROVEMENT – A SURVEYOR’S PERSPECTIVE

Christine Minogue, Quality Systems Manager, Cabrini Health

PRACTITIONERS GENERATING MULTIPLE COMPLAINTS

Dr Marie Bismark & Jen Morris, School of Population and Global Health, Melbourne University

THE PROFESSIONAL PATIENT

 Luke ‘Becks’ Toohey                                          

Media Personality and health care consumer