Improving Complaints Processes: Making it Work for Organisations, Staff and Service-Users

 

This event will take a practical approach to examining how organisations can improve complaints handling so that processes work for service providers, staff and customers.

Improving complaints processes for all

The Scottish Public Sector Ombudsman’s 2017 report ‘Making Complaints Work for Everyone – Learning from Complaints’ stressed that organisations need to actively support staff through complaints processes to enable them to manage and learn from them more effectively.

Complaints can have an adverse impact on staff performance and engagement if they are not handled effectively. The SPSO reports that the five key detriments that arise from negative staff experiences of complaints are: staff wellbeing, impact on future practice, lost opportunity for learning, waste of resources and failure to make reasonable adjustments. These can significantly affect an organisation’s overall goals and objectives.

Join Holyrood on 28 February as we examine how to improve complaints handling in your organisation. We'll share learning that will enable your organisation to deal with the culture challenges around complaints and improve the services being delivered by your organisation.

Confirmed speakers

  • Dr Chris Gill, Lecturer in Public Law, University of Glasgow 
  • Alison Marron, Oversight Manager, Scottish Legal Complaints Commission 
  • Jennifer Sinclair, Best Practice Manager, Scottish Legal Complaints Commission

Key issues we’ll examine with you

  • Understanding the lifecycle of a complaint and how this can impact on your organisation, staff and public perception
  • Creating joined-up, easily accessible complaints processes
  • How to avoid repeat failings and create sustainable improvements
  • Staff wellbeing and enabling staff to have the confidence to effectively deal with complaints
  • Allocation of resources
  • Learning and sharing examples of good and bad practice

Agenda*

09:30    Registration and Refreshments

10:00    Welcome and Introduction from Chair

10:05    Session 1: Making Complaints Work for Everyone

  • An understanding of the SPSO report – ‘Making Complaints Work for Everyone – Learning from Complaints’
  • Delivering long-lasting and sustainable improvements
  • Good practice tools, techniques and resources

11:00    Questions and Discussion

11:20    Refreshments and Networking

11:40    Session 2: Workshop Session – Empowering Staff

  • How to avoid repeat failings and create sustainable improvements
  • Staff wellbeing and enabling staff to have the confidence to effectively deal with complaints
  • Allocation of resources

12:20    Questions and Discussion

12:50    Lunch and Networking

13:50   Session 3: Dos and Don’ts of Complaints Procedures

In the final session of the day we will share different case study examples from across the public sector to showcase the dos and don’ts for complaints procedures.

14:50    Questions and Discussion

15:20    Closing Remarks from Chair

15:30    Close of Event

*Agenda subject to change


Our events are CPD certified. This event is equivalent to 3 CPD points.
A certificate is available on request post-event to all attendees. 

 

Venue

COSLA, Verity House, 19 Haymarket Yards, Edinburgh EH12 5BH | Map

Costs

Delegate rates (excluding VAT):

  • Reduced rate: 1 place £145 + VAT (Voluntary / charitable organisations with an annual income of less than £1m)
  • Standard rate: 1 place £245 + VAT | 2+ places £195 + VAT per place (Central government departments and agencies, local authorities, universities, colleges, NHS, police, housing associations, professional associations and voluntary / charitable organisations with an annual income over £1m)
  • Private rate: 1 place £295 + VAT | 2+ places £245 + VAT per place (Commercial organisations e.g. plc, Ltd, LLP)

For all event enquiries please email enquiries@holyrood.com or call 0131 285 1635

 

Dates
28 February 2019

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