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Complaints Standards Authority update – March 2014

Wednesday, March 26, 2014

Local authorities
The next meeting of the local authority complaints handling network takes place on 28 March. The theme of the day is ‘Benchmarking – the journey to service improvement’. In addition to hearing from guest speakers from Police Scotland, the Scottish Fire and Rescue Service, and the Improvement Service, the network will consider how the key performance indicator information should be presented and reported and will look to identify initial steps towards an effective benchmarking of performance across the sector.

The network is run by the sector for the sector and those who regularly attend recognise the value that it provides for them and for their council. We always promote the fact that the network is open to all complaints handlers, managers and senior managers across the sector. If you are interested in becoming involved, please contact the CSA team directly at

Further education
We have worked closely with Scotland’s Colleges Quality Development Network and sector representatives to form the new Further Education complaints handling advisory group. The group’s first meeting was on 11 March with representatives from College Development Network, eight colleges and SPSO in attendance. The group discussed the aims and purpose of the network, how it would operate and the prioritisation of key issues such as publishing against the CHP performance indicators, standardising reporting templates and the production of lessons learned reports and good practice guides. The group also learned from one another’s experiences of implementing the CHP through a helpful ‘case study’ presentation.

The group agreed that to operate in the most effective way and to add maximum value across the sector, the complaints network should operate as a sub­group of the Quality Development Network Steering Group. Following a presentation at a Steering Group meeting, that group accepted the proposal and agreed the priorities that the network had developed.

As with other complaints network groups, this network will be run by the sector for the sector with SPSO as equal members. We encourage any sector representatives who are keen to join, or to learn more about the network, to contact the CSA team directly at

Model CHP for the Scottish Government, Scottish Parliament and associated public authorities in Scotland
All organisations in this sector are required to have implemented the model CHP by 31 March 2014. Our engagement with them continues to be positive, and we have received a wide range of requests for implementation support from a range of organisations. As ever, where any organisation requires advice or guidance in implementing the CHP, including information on the range of training that we can provide, we would encourage them to contact our CSA team directly at

NHS review of complaints handling
The Scottish Health Council is currently undertaking a review of NHS complaints handling, commissioned by the Scottish Government. This has involved visits to all NHS boards to meet senior team members and those responsible for complaints and has also sought the views of patients on the operation of the feedback and complaints arrangements. We expect the report in the coming months and look forward to working with the NHS, the Scottish Health Council, Health Improvement Scotland, the Scottish Government and other stakeholders to help take forward areas of improvement and share good practice identified.

Updated: March 8, 2017