Making Families Count provides inspirational training, helping organisations to positively engage with families and learn from families’ experiences. This transforms the experience of family members and improves the care provided.

Our webinars have been updated to assist organisations in preparing and using PSIRF (Patient Safety Incident Response Framework).

In addition to webinars, we offer bespoke in-house training as well as Virtual Training Packages tailored to the needs of your organisation.

2024 Webinars

11 April 2024 – How Can We Learn From Families’ Complaints?

18 April 2024Hearing the Parent Voice – Caring for a Child with Complex Needs

“Your speakers were fantastic; really down to earth and impactful. I came away from the session with some tangible, practical things that I can start to use in my practice immediately. The message you are sending is very powerful and “spot on” for the people who attend your webinars.”

Amy Stanley, Clinical Investigations Manager, Northamptonshire Healthcare NHS Foundation Trust

How Can We Learn From Families’ Complaints?”

Stephen Habgood presenting at a conference.

Date: Thursday 11 April 2024

Time: 12.30pm – 2.00pm

Price: £60 (£50 per person for group bookings of 5 or more people from the same organisation)

This new webinar examines why families make complaints and offers a best practice guide on how to involve the patient/family and how staff can be guided by them and their observations. It also looks at how to achieve timely sharing of information and how to ensure good communication with the patient/family. In addition, you will learn how to disseminate the complaint investigation findings in your organisation and how to embed changes.

The speakers include two family members (one of whom is also an NHS staff member). They are joined by highly experienced patient safety and complaints staff, who will share their knowledge, experience, and ideas regarding how complaints are dealt with and how this could be improved. This webinar has been developed in line with the national NHS Patient Safety Standards introduced as part of the NHS Patient Safety Incident Response Framework (PSIRF) and the “Engaging and involving patients, families and staff following a patient safety incident” PSIRF supporting guidance.

This webinar is for…

  • Patient Safety Leads / Manager / Advisors
  • Complaints staff, PALS staff, Patient and Carer Experience Leads
  • Family Liaison Service Teams
  • PSIRF Implementation Teams
  • Governance Leads / Managers / Directors
  • Clinical Leads in Safety & Quality


Jo Collins (Deputy Head of Patient and Carer Experience, AWP), Derek Richford, Joanne Simm (NHS Matron), and Jan Fowler (NHS Executive Director retired).

Learning Outcomes

Delegates will gain a better understanding and develop skills in the following areas:

  • Increasing confidence when dealing with the challenges, opportunities, and benefits of engaging positively with families when they raise a complaint.
  • Reinforcing why positively engaging families achieves better investigation outcomes for everyone.
  • Examining why families make complaints and what you can do to put this right for them.
  • How to involve families in investigations following a complaint, and how to be guided by the patient/family’s observations.
  • How to embed learning from complaints through promoting a learning culture that can lead to effective organisational change.

All participants will receive the programme and background information about Making Families Count in advance. Everyone who attends will also receive a resource pack (including a shareable PDF guide and the speakers’ slides) and a certificate of attendance.

Hearing the Parent Voice – Caring for a Child with Complex Needs”

Date: Thursday 18 April 2024

Time: 12.30pm – 2.00pm

Price: FREE

For the first time, Making Families Count are collaborating with SOFT UK, a charity that supports families caring for children with a rare and life-limiting genetic condition. Speakers will be drawn from the families and healthcare professionals who are part of the SOFT UK community, sharing their stories and lived experiences and giving suggestions that may help you support the families you work with.

The Department of Health UK Strategy for Rare Diseases (DHSSPS 2020) estimates that rare diseases, including genetic conditions, affect the lives of over 3 million people in the UK. Of these, a significant proportion are children with genetic life-limiting and life-threatening conditions. The parents of many of these children often talk of the challenges of parenting a disabled child and their sometimes stressful interaction with healthcare professionals.

This webinar will give you greater insight into the lived experience of families caring for a child with complex needs. We will explore their day-to-day challenges in dealing with the anxiety of hospital admissions, difficulties of communicating with and being heard by healthcare professionals, the challenge of balancing the needs of the whole family, and the stressful burden upon parents over time.

This webinar is for…

  • Paediatric nurses
  • Paediatric / Community nursing teams
  • Complex Care Team (Paediatrics)
  • Respite Care (Paediatrics)
  • Play Specialists
  • Hospital at Home teams (Paediatrics)
  • Paediatric / Children’s Occupational Therapists
  • Paediatric / Children’s Physiotherapists
  • SALT
  • Child Development Centre staff
  • Paediatric Outreach Teams


Dr Alison Pearson, a post-doctoral research fellow in education, well-being, and resilience and mum to 13-year-old Isabel, who has full Edwards’ syndrome. She draws upon her research and her family’s lived experience to talk about the challenges of hospital acute admissions for Isabel and the impact on her whole family.

Una McFaddyn, a recently retired Consultant Paediatrician with a special interest in respiratory and neonatal paediatrics. Una has a long-standing interest in children’s rights and has worked with various projects involving children and parents as partners in care. She will provide the perspective of a healthcare professional on supporting families and their children.

You will also hear other voices from the SOFT UK community of families via several films and audio clips, bringing to life the experience of a wide range of parents who care for children with complex care needs.

Learning Outcomes

At the end of this webinar, you will have an appreciation of the challenges facing parents who care for a child with complex needs – specifically the anxiety of acute admissions to hospital, communication issues with healthcare staff, and the wider impact upon families. You will be able to use that deeper understanding to shape the care and support you can offer these families in your own practice.

Refund Policy

You can find our refund policy here.