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COMPLAINTS WALES: A seminar by the Public Services Ombudsman for Wales. Croeso Welcome. Susan Hudson Policy & Communications Manager. Changes at the Ombudsman’s office. Peter Tyndall Ombudsman. Complaints 2009/10 - Complaints received to date by subject.
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COMPLAINTS WALES: A seminar by the Public Services Ombudsman for Wales
CroesoWelcome Susan Hudson Policy & Communications Manager
Changes at the Ombudsman’s office Peter Tyndall Ombudsman
Complaints 2009/10 - Complaints received to date by subject Investigating Complaints Improving Services
Complaints Advice Team Andrew Walsh Director of Investigations
Chinese New Year • Starts 14 February • Year of the Investigating Complaints Improving Services
Chinese New Year Investigating Complaints Improving Services
PSOW New Year • For PSOW already started • Year of the Investigating Complaints Improving Services
PSOW New Year Investigating Complaints Improving Services
Why The CAT • Resolving issues early • When someone complains they inevitably have an issue about a service which has been received or not received • By the time they come to us generally the complaint will have dragged on – they are seeking an early resolution or at least decision on whether we will investigate • Being the subject of a complaint can be stressful for the staff concerned; quicker decisions are invariably welcomed by staff Investigating Complaints Improving Services
What does the CAT do • and • Emphasis on resolution • Will capture and forward premature complaints • Aim to reduce investigations • Need consistent contact point and access to appropriate frontline staff • Change to leaflet Investigating Complaints Improving Services
Advice • Public service provider complaints procedures (including time limits) • How to make a complaint to the body responsible and/or the Ombudsman • Other bodies/organisations that might assist them with making their complaint (i.e. advocacy) • The jurisdiction and role of PSOW Investigating Complaints Improving Services
Managing Expectations • How the PSOW considers complaints and what we can do • Other means to resolve their concerns • Information Leaflets setting out we can and cannot do e.g.: • Planning • Hospitals and GP’s • SEN and School exclusions Investigating Complaints Improving Services
Supporting the CAT • Streamlined Reports • Greater use of Letters • Review of processes Investigating Complaints Improving Services
The Investigation Process Elizabeth Thomas Director of Investigations
A Common Complaint! Susan Hudson, Policy & Communications Manager
A common complaint! Case for a common approach: • Uneven practice and performance • Some multi-stage processes very daunting • Growing incidence of multi-agency service provision Investigating Complaints Improving Services
For the complainant: • It will make it clear at the outset how they can complain and what will happen to their complaint • A streamlined process will be less frustrating and result in a quicker ‘final’ response • It will make it easier to complain about more than one service Investigating Complaints Improving Services
For public service providers: • Good complaints handling enhances the image of the public body. • If a complaint is not resolved by front line staff, a streamlined complaints process will enable a more focussed ‘do it once, do it right’ investigation. • a streamlined process will release staff time (of those involved in investigation and those who are the subject of a complaint). • A common system will enable public bodies to more easily deal with complaints that span more than one public service. Investigating Complaints Improving Services
For staff: • Front line staff and those involved in the consideration of complaints will be clearer about what is expected of them. • It will remove uncertainty about any differences in procedure when staff move from one area of the public service to another. • Being the subject of a complaint can be stressful for the staff concerned; quicker outcomes to investigations are invariably welcomed by staff. Investigating Complaints Improving Services
For the Welsh Assembly Government: • It would allow for an all-Wales picture of areas of complaint – and in certain circumstances identify lessons to be learnt that could be applied across all public services • Enable provision of training for complaints handlers within all providers, developing greater expertise and reducing costs. Investigating Complaints Improving Services
Where are we? • Group set up following request by Minister • WLGA, CHC, and WAG • Engagement through constituents • Definition and principles agreed • Complaint model developed – at second draft stage • Wide consultation followed by advice to Minister • Comments welcome at any time – including today! Investigating Complaints Improving Services
Definition of a complaint • An expression of dissatisfaction or concern • either written or spoken • made by one or more members of the public • about a public body’s action or lack of action • or about the standard of service provided • which requires a response • whether about the public body itself, a person acting on its behalf, or a public body partnership. Investigating Complaints Improving Services
A complaint is not: • An initial request for a service, such as a request for funding • An appeal against a ‘properly made’ decision by a public body • A means to seek change to legislation or a ‘properly made’ policy decision Investigating Complaints Improving Services
Principles for Dealing with Complaints When someone complains they inevitably have an issue about a service which has been received or not received. The complaints process needs to be handled in such a way that the complainant is the focus of the procedure and not the process itself. Investigating Complaints Improving Services
The Principles • 1. Accessible and Simple • 2. Fair and Impartial • Timely, Effective and Consistent • Accountable • 5. Delivers Continuous Improvement Investigating Complaints Improving Services
Likely Model • The Model itself – customer facing • Standard Form • Informal resolution • Formal internal investigation – proportionate • External review • ADR • Need for advocacy Investigating Complaints Improving Services
A complaints signposting service for Wales Peter Tyndall, Ombudsman
Signposting • One stop shop for devolved public services • A separate high profile identity • A high standard of customer service • Available through a variety of communication methods including phone, e-mail, website & text Investigating Complaints Improving Services
Signposting (cont’d) • Referring complaints and not people • Independent and impartial • Providing consistent advice regardless of where people live because it is delivered by one organisation • Capturing data on complaints and identifying trends.