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In June 2017, following the publication of our recent thematic report ‘Ending Groundhog Day: Lessons in Poor Complaint Handling’, the Ombudsman held a seminar for health sector organisations to share best practice in complaint handling.
Presentations on the NHS complaints journey and establishing complaint handling networks were given by representatives from NHS Shared Services Partnership and the Scottish Public Services Ombudsman/Complaints Standards Authority. The seminar aimed to encourage bodies to use complaints as a learning tool and we hope to see a complaints network established going forward.
The seminar report along with workshop feedback can be found below:
In February 2015 the Ombudsman held a series of seminars for bodies in jurisdiction entitled ‘Collaborative Working & Best Practice’.
The seminars provided an opportunity to launch our consultation document ‘Principles of Good Administration & Good Records Management’ following a joint review with the Information Commissioner of the PSOW’s original document (‘The Principles of Good Administration’) issued in 2008.
In addition, presentations on ‘complaints handling best practice’ were given by representatives from Abertawe Bro Morgannwg University Health Board, Wrexham County Borough Council, Wales & West Housing Association, Rhondda Cynon Taf County Borough Council, Grŵp Gwalia and Merthyr Valleys Homes.
Copies of the presentations given at the seminars are available below.