Public Sector Complaints

Reassure Staff - Dr Mike Biles, former Housing Ombudsman (Complaints, London, 04.10.17) What steps can you take to reassure staff caught in the middle of persistent and complex complaints; so they do not feel attacked, abused or as though they are in trouble?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 320.091 KB

Outside Procedures - Paul Conroy, Local Government Ombudsman (Complaints, London, 04.10.17) To what extent can you allow staff to go outside of procedures; when the procedures don't fit or won't yield a solution?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 883.906 KB

Scattergun - Iain Rowan, University of Sunderland (Complaints, London, 04.10.17) What is a tangible methodology for handling scattergun approaches, i.e. complainants unwilling to accept decisions and copying senior staff, councillors, and MPs into emails?

• Date Uploaded: 4 Oct 2017
• Format: PDF
• Size: 264.524 KB

Social Media - Mike Bird, Independent Consultant (Public Sector Complaints, Belfast, 01.02.17) Social media is a complete minefield and incredibly difficult to moderate and mediate - so how do you handle it in the context of complaints from the public, especially postings critical of staff that have not been investigated or validated?

• Date Uploaded: 1 Feb 2017
• Format: PDF
• Size: 2.446 MB

Reasonable Adjustments - Michael Cruikshanks, Health and Social Care Board (Public Sector Complaints, Belfast, 01.02.17) What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders? How do you respond to complex clinical matters in a non-clinical setting?

• Date Uploaded: 1 Feb 2017
• Format: PDF
• Size: 317.37 KB

Learning - Paul McFadden, NIPSO (Public Sector Complaints, Belfast, 01.02.17) Snazzy statistics and bar graphs aside, how do you truly LEARN from complaints and make a real difference? How do you bring people with you and make that all important connection between complaints and improvement?

• Date Uploaded: 1 Feb 2017
• Format: PDF
• Size: 860.763 KB

Reasonable Adjustments - Professor David Hoey, BTO Solicitors (Public Sector Complaints, Edinburgh, 30.09.16) What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders? How do you respond to complex clinical matters in a non-clinical setting?

• Date Uploaded: 1 Nov 2016
• Format: PDF
• Size: 356.495 KB

Reasonable Adjustments (notes) - Professor David Hoey, BTO Solicitors (Public Sector Complaints, Edinburgh, 30.09.16) What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders? How do you respond to complex clinical matters in a non-clinical setting?

• Date Uploaded: 1 Nov 2016
• Format: PDF
• Size: 165.788 KB

Concerns - Professor Craig White, Scottish Government (Public Sector Complaints, Edinburgh, 30.09.16) How to you ensure that all feedback is considered in ways that supports improvement? How do you address the tendency to respond differently depending upon how feedback is classified – “formal complaint”, “concern”, “enquiry”?

• Date Uploaded: 1 Nov 2016
• Format: PDF
• Size: 11.543 MB

Social Media - Mike Petrook, Institute of Customer Service (Public Sector Complaints, Manchester, 27.09.16) Social media is a complete minefield and incredibly difficult to moderate and mediate - so how do you handle it in the context of complaints from the public, especially postings critical of staff that have not been investigated or validated?

• Date Uploaded: 1 Nov 2016
• Format: PDF
• Size: 1.695 MB