-
Follow
Following
Already have a WordPress.com account? Log in now.
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
A conference co-organised by the Scottish Public Services Ombudsman (SPSO), Queen Margaret University (QMU), and the University of Glasgow took place in Edinburgh on Tuesday 5 December. The conference explored how best to support public-service employees who have been subject to a complaint. The conference launched an SPSO report on ‘Making Complaints Work for Everyone’. … Continue reading
On Tuesday 5 December 2017, the Scottish Public Services Ombudsman, Queen Margaret University, and the University of Glasgow will be hosting a one day conference on the impact of complaints on the health, well being, and performance of public service employees who have been subject to a complaint. The conference will take place at Queen … Continue reading
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
Note: This post was originally published by the Institute for Government on 25 June 2015 and is re-posted here with permission. By Jen Gold When budgets are tight, governments tend to treat experimentation and evaluation as something of a luxury. But it’s never been more important to establish what works and ensure that spending decisions … Continue reading
UKAJI 