How to Turn Public Sector Complaints into Service Improvements

Tue 16 October 2018

The Caledonian Club 9 Halkin Street London SW1X 7DR

Answers to 15 Thorny Questions: Directly from 7 Public Sector Complaints Luminaries

5 hrs CPD

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Schedule

  1. Registration and coffee

  2. Introduction

    How to Turn Public Sector Complaints into Service Improvements

    Chaired by: Mike Bird

    Mike blends public and private sector complaints-handling experience. He is a former Director of Investigations for the PHSO and Customer Service Director for BT.

  3. Realistic targets

    Cutting through all the noise, what counts when it comes to the expenditure of your energy and resources, creating realistic targets on a limited budget?

    Answered by: Jo Causon of The Institute of Customer Service

    Jo gave evidence to the Public Administration Select Committee inquiry into UK complaints handling. She advises public, private and voluntary sector orgs on policy and process.

  4. Blame culture

    What are the options for getting buy-in from colleagues, i.e. challenging defensiveness and blame culture, effectively learning from complaints and implementing change?

    Answered by: Andrew McMillan

    Andrew is a former John Lewis Director, actively advising local government and the NHS on service design. He won major awards from Which?, Verdict and Retail Week.

  5. Morning coffee

  6. 3rd party complaints

    What are the golden rules of managing multi-channel complaints, or those about services being provided through a contract with a third party?

    Answered by: Iain Rowan of the University of Sunderland

    Iain is a specialist writer for the Quality Code on student complaints and appeals and Chair of ARC’s Practitioner Group on Student Complaints and Appeals.

  7. Mental health

    How do you recognise and differentiate when complaints from people with mental health conditions often present as vexatious?

    Answered by: Dr Subodh Dave, Royal College of Psychiatrists

    Subodh is a consultant psychiatrist and winner of the award: "Psychiatric Trainer of the Year" (for his work in giving people an understanding of mental health conditions).

  8. Over-run

  9. Lunch

  10. Expectations

    Drawing on live projects, how do you give your service users a realistic idea - but not negative, defensive or dismissive - of what is, and is not, reasonable and proportionate?

    Answerd by: Andrew McMillan

    Andrew's second talk. He is our best rated speaker ever.

  11. Compensation

    What are the pros and cons of "goodwill gestures" or compensation as proactive ways of saving time and heading off complaint escalation?

    Answered by: Andy Gent

    Andy is renowned nationally for his expertise in complaints investigations. He spent 15 years in Police Professional Standards and 5 as Case Director for the Pensions Regulator.

  12. Over-run

  13. Close of conference