ATTRACT. ASSURE. ALIGN.

Virtual Conference 2026

10th March

Reserve your FREE place here

Course Programme:

• 10:30: Introductions
• 10:45: Hazel Hart – Operations Trainer, PIB Group / Balens
  Session: Handling Difficult Customers with Confidence
  Hazel has worked at Balens for nine years. She first joined the operational floor, working within household and charities policies. With a background in customer service, she has always been passionate about delivering excellent standards and ensuring consumers are cared for and informed at every level. Hazel later moved into Balens’ IT department, working in software support, where her “customers” were Balens staff. Discovering how much she enjoyed helping people learn and improve, she moved into the role of Operational Trainer, which she has now been very happy in for the last two years.

• 11:30: Emma Kain-Barrett – Head of Channel Marketing, PIB Group
  Session: Lost in the noise - why your marketing has stopped working and how to get found. Practical ways for therapists and practitioners to be discovered by the right clients today.
  Emma brings over 25 years of B2B marketing expertise across industries such as insurance, business services, enterprise software, and SaaS. As a senior marketing professional, her experience spans acquisition, retention, lifecycle marketing, omnichannel engagement, brand, events, partnerships, consultancy, and influencer marketing.
• 12:30: Hannah Volpe – Partner, DAC Beachcroft LLP - Clinical Risk
  Session: The Legal Bit; Learning from Claims, Consent, and Risk Management
  Hannah Volpe is ranked as a Leading Partner in Legal 500 and Chambers UK. She has acted for the NHS in England for over 20 years. During this time, Hannah has handled a wide variety of clinical negligence claims on behalf of NHS Trusts, developing expertise in a number of aspects of this work. She has managed a large number of catastrophic claims involving birth injury, spinal and neurological injuries and has advised on a range of complex issues in relation to these. Hannah also advises on matters involving sexual assault, issues around vicarious liability and non-delegable duty of care. Hannah also leads a med-mal portfolio, defending high value claims against, for example, chiropractors, osteopaths and therapists. She is an undisputed expert in the field of hospital acquired infection and MRSA acquisition claims, especially in respect of multi-patient claims arising from outbreaks at hospitals. She leads the work being done by DAC Beachcroft's national health practice for NHS England on the UK Covid-19 public inquiry and has managed the large-scale disclosure process for the client.

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