Research proposal from PHSOtheFacts By Della Reynolds (PHSOtheFacts) The following is a proposal for academic research drafted by Della Reynolds from the PHSO user organisation, PHSOtheFacts. Researchers interested in participating in the study, refining or developing the proposal, or who have suggestions for funding, are advised to contact Della on phso-thefacts@outlook.com. PHSOtheFACTS is … Continue reading
An update from Carolyn Hirst (Hirstworks), Chris Gill (University of Glasgow) and Jane Williams (Queen Margaret University) on the Being Complained About work and their related new project on Therapeutic Complaint Resolution (TCR). Their previous UKAJI blog post on this project can be found here. Our ‘Being Complained About: Good Practice Principles … Continue reading
APPG on Consumer Protection – Report from the Ombudsman Inquiry. By Gavin McBurnie The All-Party Parliamentary Group on Consumer Protection (the Group) published the report of its inquiry into ombuds on Wednesday 30 January 2019. The inquiry was the result of ‘long-standing concerns about the wide variation in the standards of complaints handling and … Continue reading
By Chris Gill and Carolyn Hirst Being Complained About: Good Practice Principles and Guidelines New guidance is being published today, which aims to help organisations provide better support to employees who have been subject to a complaint. Research shows that being complained about can significantly affect employees’ health, wellbeing, and work practice: 71% … Continue reading
By Kelly Shuttleworth This post is based on the Report ‘Ombudsman schemes and effective access to justice: A study of international practices and trends’ written for the IBA by the Bingham Centre for the Rule of Law and a related seminar held at the Bingham Centre on 6th December 2018. For wider reading, please see … Continue reading
