Public Sector Complaints

Compensation - Andy Gent, Ashford Consulting Ltd (Public Sector Complaints, London, 16.10.18) What are the pros and cons of "goodwill gestures" or compensation as proactive ways of saving time and heading off complaint escalation?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 729.643 KB

Expectations - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 16.10.18) 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?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 688.408 KB

Complaints from people with Mental Health Conditions - Dr Subodh Dave, Royal College of Psychiatrists (Public Sector Complaints, London, 16.10.18) How do you recognise and differentiate complaints from people with mental health conditions?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 2.305 MB

3rd Party Complaints - Iain Rowan, University of Sunderland (Public Sector Complaints, London, 16.10.18) What are the golden rules of managing multi-channel complaints, or those about services being provided through a contract with a third party?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 375.879 KB

Blame Culture - Andrew McMillan, Engaging Service (Public Sector Complaints, London, 16.10.18) What are the options for getting buy-in from colleagues, i.e. challenging defensiveness and blame culture, effectively learning from complaints and implementing change?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 828.811 KB

Realistic Targets - Jo Causon, Institute of Customer Service (Public Sector Complaints, London, 16.10.18) 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?

• Date Uploaded: 16 Oct 2018
• Format: PDF
• Size: 3.527 MB

Checklist - Chris Noble, seAp (Complaints, London, 04.10.17) What are the key guidance points for staff when alerted to complainants' mental health diagnosis, e.g. staffing levels, time taken for investigation, resources etc.?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 308.262 KB

Early Referral - Nick Bennett, Public Services Ombudsman for Wales (Complaints, London, 04.10.17) When is the Ombudsman willing to take or comment on a complaint that hasn’t been through your internal staged procedures, i.e. "early referral"?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 870.762 KB

Validity - Kieran Seale, Verita (Complaints, London, 04.10.17) If a complaint from a problematic service user is clearly unjustified or invalid from the outset; what is required of you in terms of a proportionate investigation and response?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 463.624 KB

Mental Health - Olivia Craig, Plymouth & District Mind (Complaints, London, 04.10.17) How do you recognise and differentiate, when complaints from people with mental health conditions often present as vexatious?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 973.189 KB