Complaint Handling in the Health Sector Seminar 2017

In June 2017, following the publication of our recent thematic report ‘Ending Groundhog Day: Lessons in Poor Complaint Handling’, we 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.Ā 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:

Complaint Handling in the Health Sector Seminar Report

Complaint Handling in the Health Sector Seminar Workshop Feedback

 

Best Practice Seminars 2015

In February 2015 the Ombudsman held a series of seminars for bodies in jurisdiction entitled ā€˜Collaborative Working & Best Practiceā€™.

The seminars provided an opportunity to launch our consultation document ‘Principles of Good Administration & Good Records Managementā€™ following a joint review with the Information Commissioner of the PSOWā€™s original document (ā€˜The Principles of Good Administrationā€™) issued in 2008.

In addition, presentations on ā€˜complaints handling best practiceā€™ 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.

All Seminars PSOW ICO

Bangor Best Practice

Carmarthen Best Practice

Newport Best Practice