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Determining what fix will work

If you decide that there is wider learning or improvement opportunities from a complaint, you need to consider what the appropriate actions will be. At the Scottish Public Services Ombudsman (SPSO), we have developed a simple three-level categorisation of people, policy or process level change. 'People' level changes are typically staff reminders and training; 'policy' level fixes include revising, amending or adding to existing policies or staff guidance or the introduction of a new policy or guidance; 'process' level changes can include revising or amending existing systems (including physical resources) or introducing a new process (including physical changes such as IT solutions for previously manual activity).

Updated: May 2, 2017