Format for the day:
The programme has been devised with the help and feedback from over 200 leading complaints practitioners across the UK.
One of the Regulators will give a focused 20-minutes presentation followed by a full 20-minute discussion with all panel members and audience. |
0930
Registration and coffee
1000
Chairman’s Introduction
Professor Lorne Crerar
Author of the ‘Crerar Review’ and former Covernor of the Standards Commission
1005
Obstacle 1
Definition of the term 'Complaint'
If one person’s complaint is another person’s feedback, is it possible for there to be a cut and dried definition of a complaint? Without this definition, how can you (1) categorize complaints statistics, (2) categorize and learn from complaints and (3) decide when a complaint is to be treated as a dispute?
Jane Irvine
Chair of the Scottish Legal Complaints Commission and UK Deputy Pensions Ombudsman
Obstacle 2
Agency Disarray
Multi-agency wrangling over complaints can impede early resolution, hinder systems and get in the way of service improvements. Which system can you adopt to create a common purpose and sense of responsibility among multi-agency professionals?
Steve Carney
Director of Complaints and Investigation, Scottish Public Services Ombudsman and, until recently, the Head of Complaints and Service Improvement at the Commission for Social Care Inspection
1125
Morning coffee
1140
Obstacle 3
Staff Behaviour
Service managers may perceive complaints as being personal and non –constructive and try to distance themselves from the issues at stake or push responsibility onto other departments. Which practices will guarantee a turn-round in perception and result in ownership, accountability and service improvement?
Dr Mike Biles
Housing Ombudsman, The Housing Ombudsman Service
Former Head of Law, Southhampton University
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Obstacle 4
Minority Input
Whether because of language, culture or education, particular community groups are seldom heard. Which tried, tested and verified actions can you take to reverse this situation, draw in these groups and give them a better service?
Citizens Advice Scotland
1300
Lunch
1400
Obstacle 5
Customer-Facing Skills
Occupational psychologists suggest that most complaints occur because our investigator’s conduct and behaviour is perceived negatively”. Which tried, tested and verified measures can you introduce to modify the behaviour of client-facing staff and thereby reduce complaints and increase satisfaction levels?
Kenneth Muir
Her Majesty’s Chief Inspector of Education, HM Inspectorate of Education in Scotland
1440
Obstacle 6
Consumer Surveys
How can you know for a fact that your complaints process is working when satisfaction surveys about complaints handling rarely tell the whole story – unless the customers got the answers they wanted?
Jennifer Wallace
Principal Policy Advocate, Consumer Focus Scotland
1520
Obstacle 7
Serial and Vexatious
In the public sector, because we owe all our customers a duty of care, you can not give short shrift to serial complainants. When precisely does your duty come to an end, meaning you can close your file, turn-off your email and stop taking calls?
Ronnie Hill
Director of Children’s Services Regulation, Care Commission
Prior to joining the Care Commission, he was Head of Edinburgh and Lothian Registration and Inspection Service. He has also held other positions within Strathclyde Region Education Department, where he had lead responsibility for the regulation of children's services under the Children Act 1989
1600
Afternoon tea
1615
Close of conference
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Your Chair:
Professor Lorne Crerar
Author of the ‘Crerar Review’ and former Covernor of the Standards Commission
Your Regulators:
Steve Carney
Director of Complaints and Investigation, Scottish Public Services Ombudsman and, until recently, the Head of Complaints and Service Improvement at the Commission for Social Care Inspection
John McNeill
Police Complaints Commissioner for Scotland
Kenneth Muir
Her Majesty’s Chief Inspector of Education, HM Inspectorate of Education in Scotland
Dr Mike Biles
Housing Ombudsman, The Housing Ombudsman Service
Former Head of Law, Southhampton University
Ronnie Hill
Director of Children’s Services Regulation, Care Commission
Jane Irvine
Chair of the Scottish Legal Complaints Commission and UK Deputy Pensions Ombudsman
Jennifer Wallace
Principal Policy Advocate, Consumer Focus Scotland
Your Panel Members:
Richard Walter
Chair, NHS Complaints Personnel Association Scotland
Amanda Britain
Managing Director, Craigforth
Currently reviewing the Scottish Health Council’s national complaints process and, on behalf of the Scottish Government, the Housing Act 2001
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