Thursday 8 October 2015
COSLA conference centre, Edinburgh
We have provided materials from all three of our workshops. This includes both the toolkits that were demonstrated on the day, and some further reading. If you require the documents in another format, or have any questions about the contents of the documents, please contact us.
- Human Factors Case Study (PDF, 113.63 KB)
- Human Factors Contributory Factors Framework (PDF, 147.64 KB)
- Human Factors Contributory Factors That Increase Non-compliance (PDF, 9.87 KB)
- Human Factors Implementing Human Factors (PDF, 323.4 KB)
- Human Factors Integrating Human Factors (PDF, 539 KB)
- Process Review: Accessibility (PDF, 24.05 KB)
- Process Review: Assessment Guide (PDF, 141.13 KB)
- Process Review: Complaints Handling Performance (PDF, 17.12 KB)
- Process Review: Learning From Complaints (PDF, 26.35 KB)
- Process Review: Organisational Culture (PDF, 35.85 KB)
- Process Review: Process and Procedure (PDF, 29.13 KB)
- Process Review Quality (PDF, 21.03 KB)
Quality Assure (QA) your complaints responses
- QA Responses: Letter (PDF, 22.67 KB)
- QA Responses: Letter Response (PDF, 19.8 KB)
- QA Responses: Part 1A assessment (PDF, 24.86 KB)
- QA Responses Part 1B grid (PDF, 9.62 KB)
- QA Responses Part 2A assessment (PDF, 28.03 KB)
- QA Responses Part 2B grid (PDF, 8.22 KB)
- Learning from our customers (PDF, 1.65 MB) – presentation by Mark McEwen, General Manager – Customer Service, Scottish Water
- Learning from Complaints – a Financial services perspective (PDF, 331.26 KB) – presentation by Douglas Clydesdale, Head of Complaints Policy, RBS Group
- Learning Lessons – Human Factors in patient safety, Dr Nikki Maran, Consultant Anaesthetist, Head of Patient Safety, NHS Lothian. (Please note that the presentation is large, and has been split into two parts):
Complaints processes generally concentrate on ‘putting it right’ for the consumer. Using the intelligence that can be derived from complaints, how can we ensure we ‘get it right’ next time for everyone else? How do we ensure that our complaints processes and responses are fit for purpose and allow us to identify where there is learning and meet the needs of the consumer?
Keynote speakers from the Scottish Public Services Ombudsman, public and private sector organisations will talk about their real-world challenges in changing organisational culture, embedding potential learning and improving future practice. A series of workshops and ample networking opportunities will enable delegates to meet with colleagues across the public sector and beyond.
- Jim Martin, Ombudsman
- Dr Nikki Maran, NHS Lothian
- Douglas Clydesdale, financial services
- A speaker from Scottish Water
- Learning from complaints – how can we make best use of all the information we now gather about complaints to maximise organisational learning and intelligence from complaints?
- Quality assuring your complaints process – if culture eats strategy for breakfast how do we know our complaints process is working as it should and how can we demonstrate that it is achieving its goals and bringing about real change?
- Quality assuring your responses – complaints handling and communication regularly appear in the top five subjects of complaint received by the SPSO – how can we help prevent unnecessary escalation of complaints?
Who Should Attend?
Those with lead responsibility for monitoring and improving organisational performance;
Managers with responsibility for Organisational Learning from Complaints and Feedback;
Quality Assurance Managers;
Complaints and Customer Service Managers; and
Organisations with an interest in consumer redress.