Thank you to everybody who participated in the Scottish Public Services Ombudsman (SPSO) conference on 15 March 2017. Please find below the resources and materials from the event.
Presentations
Session 1 - Using complaints to drive improvements
- ‘Using complaints to drive improvements’ by Robyn Rae of Hillcrest Housing Association (PDF, 417.9 KB)
- ‘Let’s see if we can help’ by Pamela McIntyre of West Dunbartonshire HSCP (PDF, 359.11 KB)
- ‘Customer experience: learning from complaints’ by Amanda Coulthard of West Dunbartonshire Council (PDF, 161.04 KB)
- ‘Analysing complaints to drive improvements by Andrew Waugh of National Records of Scotland (PDF, 438.22 KB)
Session 2 - Impactful outcomes
- ‘Maximising the impact of information from a complaint’ by Fraser McKinlay of Audit Scotland (PDF, 383.42 KB)
- ‘Quality of care indicators’ by Laura Harvey of NHS Ayrshire and Arran (PDF, 679.86 KB)
- ‘Making an impact’ by Kerry Flinn and Alison Bennett of SPSO (PDF, 778.85 KB)
- ‘Measuring impact’ by Simon Williams of NHS Education for Scotland (PDF, 379.71 KB)
Session 3 - Improving complaints handling
- ‘Quality Assurance: Developing a standard and working to it’ by Rachel Nicholson and Jamie McGrandles (PDF, 341.45 KB)
- ‘Complaints investigators as critical friend’ by Carolyn Hirst of QMU (PDF, 272.44 KB)
- ‘Challenging complainants as critical friends?’ by Chris Gill of QMU (PDF, 636.43 KB)
- ‘Why do networks matter?’ by Simon Cameron of South Lanarkshire Council (PDF, 190.2 KB)