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Complaints

This category contains 44 posts

Accountability and improvement in the ombuds sector: the role of peer review

Accountability and improvement in the ombuds sector: the role of peer review By Chris Gill (University of Glasgow)   On Monday 23 September 2019, the International Ombudsman Institute and the Parliamentary and Health Services Ombudsman hosted a seminar aimed at developing best practice in the use of peer review by ombuds offices. In this post, … Continue reading

Research proposal from PHSOtheFacts

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

Being Complained About – What Next?

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

The All-Party Parliamentary Group on Consumer Protection – Report from the Ombudsman Inquiry

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

Being Complained About: Good Practice Principles and Guidelines

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