Health complaints: learning from ombudsman investigations in practice
Our third guest blogger is Dr Gavin McBurnie. Gavin is an Honorary Research Fellow at Queen Margaret University and a former Director at the Parliamentary and Health Service Ombudsman. Gavin previously qualified as a GP and has also held various Director roles in the National Health Service in England and Scotland. He recently completed a … Continue reading Health complaints: learning from ombudsman investigations in practice
Being Complained About: Putting Research into Practice
As well as providing the findings of research which provides an evidence base for complaint resolution practice, this website aims to work collaboratively with practitioners, policymakers, and researchers to identify best practice. This includes inviting guest blogs so that views and opinions can be aired and shared. We are pleased to post a guest blog … Continue reading Being Complained About: Putting Research into Practice
More than a moan? Complaints, whistleblowing, and the ongoing need for independent complaint handling in social care
As well as providing the findings of research which provides an evidence base for complaint resolution practice, this website aims to work collaboratively with practitioners, policymakers, and researchers to identify best practice. This includes inviting guest blogs so that views and opinions can be aired and shared. We are pleased to post our first guest … Continue reading More than a moan? Complaints, whistleblowing, and the ongoing need for independent complaint handling in social care
Supporting complaint handlers to act fairly
In this blog post Jane Williams discusses some recently published research on how complaint handlers working can be supported to resolve complaints fairly. As a Senior Lecturer in the Queen Margaret University Business School I do lots of work with complaints handlers working in many sectors – health, local government, central government, ombudsman schemes and in the … Continue reading Supporting complaint handlers to act fairly
Bridging the gap: translating learning into practice
On 17 November 2021, we were delighted to hold our second webinar on complaint handling in adult social care and social housing. The theme of the webinar was “Bridging the gap: translating learning into practice”. The webinar followed on from the event we held earlier in the year (summaries of that event can be found … Continue reading Bridging the gap: translating learning into practice
Participation in complaints
In this post Jane Williams discusses some research she completed with Chris Gill and Naomi Creutzfeldt which highlights the value consumers attach to being able to participate effectively in complaint resolution. In 2017 we carried undertook research for research Consumer Advice on the UK’s current approach to ADR ‘Confusion, gaps and overlaps: A consumer perspective … Continue reading Participation in complaints
Transforming complaint resolution
Welcome to the first blog on the Transforming Complaint Resolution website! The website (www.complaintresolution.co.uk) was created by Chris Gill, Carolyn Hirst, and Jane Williams. Collectively we are academics, researchers, and practitioners who have an interest in complaint handling, conflict resolution, and administrative justice. You can find out more about who we are in the ‘About … Continue reading Transforming complaint resolution
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