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Learning from complaints

This tag is associated with 2 posts

Re-imagining public-sector complaint systems

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  By Chris Gill Public-sector complaint systems often do not meet the needs of those who use them, those who operate them, and others who have a stake in them.[1] They can be hard to access, they can be costly, and their broader public value is rarely demonstrated. At the same time, the theoretical potential … Continue reading →

New research: using complaints data to improve service delivery in health care

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Researchers at the London School of Economics School of Social Psychology have developed a tool to support healthcare organisations to analyse and aggregate data from patient complaints in order to improve service monitoring and organisational learning. This report, The Healthcare Complaints Analysis Tool: development and reliability testing of a method for service monitoring and organisational … Continue reading →

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