0930
Coffee and registration
1000
Chairman's Introduction:
Can you ever be 100% sure you know what your customer wants?
Peter Tyndall
Public Services Ombudsman for Wales
1005
Obstacle 1
Definition of 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?
Richard Penn
Commissioner for Standards, National Assembly for Wales
1045
Obstacle 2
Joint Responsibility
Multi-agency disputes hinder systems and get in the way of service improvements. How do you create a common purpose and sense of responsibility among multi-agency professionals?
Mandy Collins
Deputy Chief Executive and Director, Inspection and Regulation, Healthcare Inspectorate for Wales
1125
Morning coffee
1140
Obstacle 3
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.
|
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. |
When precisely does your duty come to an end, meaning you can close your file, turn-off your email and stop taking calls?
John Hanlon
Independent Complaints Reviewer
1220
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?
Richard Penn
Commissioner for Standards, National Assembly for Wales
1300
Lunch
1400
Obstacle 5
Problem Solving and Service Improvement
To what extent should complaints handling be about "problem solving" rather than the "processing of complaints"? Will the introduction of problem solvers such as "service champions", internal "ombudsmen" and mediators contribute to service improvement and in what time frame?
Mike Reddy
Managing Director, Syndicus
Formerly Chief Executive of The Office of the Independent Adjudicator for Higher Education
|
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?
Richard Walter
Chair, NHS Complaints Personnel Association Scotland
1520
Obstacle 7
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?
Speaker tbc
1600
Afternoon Tea
1615
Close of conference
BOOK NOW!
Prices up to
60%
less than
other conference companies |
|