COMPLAINTS WALES: A seminar by the Public Services Ombudsman for Wales

Susan Hudson Policy & Communications Manager Croeso Welcome

Changes at the Ombudsman’s office Peter Tyndall Ombudsman

Complaints 2009/10 - Complaints received to date by subject Investigating Complaints Improving Services

Complaints Advice Team Andrew Walsh Director of Investigations

Chinese New Year Starts 14 February Year of the Investigating Complaints Improving Services

Chinese New Year Investigating Complaints Improving Services

PSOW New Year For PSOW already started Year of the Investigating Complaints Improving Services

PSOW New Year Investigating Complaints Improving Services

Resolving issues early When someone complains they inevitably have an issue about a service which has been received or not received By the time they come to us generally the complaint will have dragged on – they are seeking an early resolution or at least decision on whether we will investigate Being the subject of a complaint can be stressful for the staff concerned; quicker decisions are invariably welcomed by staff Investigating Complaints Improving Services Why The CAT

What does the CAT do and  Emphasis on resolution Will capture and forward premature complaints Aim to reduce investigations Need consistent contact point and access to appropriate frontline staff Change to leaflet Investigating Complaints Improving Services

Advice Public service provider complaints procedures (including time limits) How to make a complaint to the body responsible and/or the Ombudsman Other bodies/organisations that might assist them with making their complaint (i.e. advocacy) The jurisdiction and role of PSOW Investigating Complaints Improving Services

Managing Expectations How the PSOW considers complaints and what we can do Other means to resolve their concerns Information Leaflets setting out we can and cannot do e.g.: Planning Hospitals and GP’s SEN and School exclusions Investigating Complaints Improving Services

Supporting the CAT Streamlined Reports Greater use of Letters Review of processes Investigating Complaints Improving Services

The Investigation Process Elizabeth Thomas Director of Investigations

A Common Complaint! Susan Hudson, Policy & Communications Manager

A common complaint! Case for a common approach: Uneven practice and performance Some multi-stage processes very daunting Growing incidence of multi-agency service provision Investigating Complaints Improving Services

For the complainant: It will make it clear at the outset how they can complain and what will happen to their complaint A streamlined process will be less frustrating and result in a quicker ‘final’ response It will make it easier to complain about more than one service Investigating Complaints Improving Services

For public service providers: Good complaints handling enhances the image of the public body. If a complaint is not resolved by front line staff, a streamlined complaints process will enable a more focussed ‘do it once, do it right’ investigation. a streamlined process will release staff time (of those involved in investigation and those who are the subject of a complaint). A common system will enable public bodies to more easily deal with complaints that span more than one public service. Investigating Complaints Improving Services

For staff : Front line staff and those involved in the consideration of complaints will be clearer about what is expected of them. It will remove uncertainty about any differences in procedure when staff move from one area of the public service to another. Being the subject of a complaint can be stressful for the staff concerned; quicker outcomes to investigations are invariably welcomed by staff. Investigating Complaints Improving Services

For the Welsh Assembly Government: It would allow for an all-Wales picture of areas of complaint – and in certain circumstances identify lessons to be learnt that could be applied across all public services Enable provision of training for complaints handlers within all providers, developing greater expertise and reducing costs. Investigating Complaints Improving Services

Where are we? Group set up following request by Minister WLGA, CHC, and WAG Engagement through constituents Definition and principles agreed Complaint model developed – at second draft stage Wide consultation followed by advice to Minister Comments welcome at any time – including today! Investigating Complaints Improving Services

Definition of a complaint Investigating Complaints Improving Services  An expression of dissatisfaction or concern  either written or spoken  made by one or more members of the public  about a public body’s action or lack of action  or about the standard of service provided  which requires a response whether about the public body itself, a person acting on its behalf, or a public body partnership.

A complaint is not :  An initial request for a service, such as a request for funding  An appeal against a ‘properly made’ decision by a public body  A means to seek change to legislation or a ‘properly made’ policy decision Investigating Complaints Improving Services

Principles for Dealing with Complaints Investigating Complaints Improving Services When someone complains they inevitably have an issue about a service which has been received or not received. The complaints process needs to be handled in such a way that the complainant is the focus of the procedure and not the process itself.

The Principles Investigating Complaints Improving Services 1. Accessible and Simple 2. Fair and Impartial 3.Timely, Effective and Consistent 4. Accountable 5. Delivers Continuous Improvement

Likely Model The Model itself – customer facing Standard Form Informal resolution Formal internal investigation – proportionate External review ADR Need for advocacy Investigating Complaints Improving Services

A complaints signposting service for Wales Peter Tyndall, Ombudsman

Signposting One stop shop for devolved public services A separate high profile identity A high standard of customer service Available through a variety of communication methods including phone, , website & text Investigating Complaints Improving Services

Signposting (cont’d) Referring complaints and not people Independent and impartial Providing consistent advice regardless of where people live because it is delivered by one organisation Capturing data on complaints and identifying trends.