Training for Local Authorities

Slides:



Advertisements
Similar presentations
Key Stage 3 National Strategy
Advertisements

The Northern Ireland Ombudsman Tom Frawley.
Higher Administration
Kinship care: how the Ombudsman can help to remedy injustice Nigel Ellis Executive Director, Local Government Ombudsman.
1 National Training Programme for New Governors 2005 Module 3 Ensuring accountability.
HSC Complaints Procedure
COMPLAINING ON BEHALF OF SOMEONE ELSE Please note that LEICESTER MEDICAL GROUP keeps strictly to the rules of medical confidentiality. If you are complaining.
Complaints by Older Adults against Financial Institutions Examples and Possible solutions By Conor Cashman Senior Investigator.
1 A proposed skills framework for all 11- to 19-year-olds.
Topic 4 How organisations promote quality care Codes of Practice
L EGISLATION, P OLICIES & P ROCEDURES. L EGISLATION Children Act, 1989 Education Act, 1996 The Protection of Children Act, 1999 Children Act, 2004 United.
1 INTERVIEWING AND ADVISING. 2 OVERVIEW An interview is a conversation designed to achieve a purpose. The client wants advice from the lawyer. The lawyer.
Local Assessment of Code of Conduct Complaints. 2 Background  On 08 May 2008 – the local assessment of Code of Conduct complaints was implemented due.
New rights for people complaining about adult social care providers – an introduction.
Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.
Use of Student Conciliators at the University of Glamorgan Denise Williams Deputy Academic Registrar ©University of Glamorgan.
Local Assessment of Code of Conduct Complaints. Background  On 08 May 2008 – the local assessment of Code of Conduct complaints was implemented due to.
Complaints in General Practice – avoiding them and dealing with them Dr Katherine Teare GP Educator Fellow.
The Local Government Ombudsman Dr Jane Martin Care England Conference 12 November 2015.
Ombudsman Western Australia Serving Parliament – Serving Western Australians Evaluation in the Western Australian Ombudsman’s Office Kim Lazenby & Jane.
Welcome Managing concerns and complaints How should schools handle complaints? This session links to guidance from the DfE and local authorities, and looks.
Independent Enquirer. Identify questions to answer and problems to solve. (IE1) Plan and carry out research, appreciating the consequences of decisions.
January 2009: PRS Template Presentation PRS for Music Code of Conduct.
Good administration by public bodies means: Produced by Steffan Sanchez.
Valuing Complaints - Developing a Performance and Learning Culture College Development Network Complaints Handling Advisory Group 6 May 2015 Paul McFadden.
ETHICAL ISSUES IN HEALTH AND NURSING PRACTICE CODE OF ETHICS, STANDARDS OF CONDUCT, PERFORMANCE AND ETHICS FOR NURSES AND MIDWIVES.
Students’ Rights: The CMA and beyond
Welcome and House Keeping
Pensions Ombudsman Service
GOVERNING BODY SELF-EVALUATION TOOLKIT
REFLECT: Recovery Following Intensive Care Treatment
REFLECT: Recovery Following Intensive Care Treatment
Unit 3 Providing safe environments for children
Extending Your Reach The Public Services Ombudsman Legislation
PowerPoint to accompany:
Safeguarding Annual Review
Practice Governance two years on…
AF1: Thinking Scientifically
Equality and diversity – session 2
The Ombudsman Complaint Management Health Service Complaints
Consent, throughout the Early Help Journey
CARE INSPECTORATE JANET HENDERSON
Healthcare Complaint Management Conference
Multi-Agency Levels of Need and Response Framework
The service user’s view
Training for Local Authorities
Empowering the complainant and developing the role of the Ombudsman
Complaints Investigation Presenter: Ms H Phetoane Senior Investigator :HealthCare Cases Prepared for OHSC Consultative Workshops.
Complaints Investigation Presenter: Ms H Phetoane Senior Investigator :HealthCare Cases Prepared for OHSC Consultative Workshops.
Complaints Investigation Presenter: Ms H Phetoane Senior Investigator :HealthCare Cases Prepared for OHSC Consultative Workshops.
Complaints Investigation Presenter: Ms H Phetoane Senior Investigator :HealthCare Cases Prepared for OHSC Consultative Workshops.
Under pressure: supporting councils to handle complaints well
Training for Local Authorities
Training for Care Providers
Understanding Standards: Nominee Training Event
GUIDE TO EFFECTIVE COMPLAINTS MANAGEMENT
Diagnosis of disease M2/D2
Academy Medical Centre
Complaints Investigation Presenter: Ms H Phetoane Senior Investigator :HealthCare Cases Prepared for OHSC Consultative Workshops.
Treating Customers Fairly
University of Brighton
Understanding the work of PHSO
Good local investigations
Good local investigations
“Seven-minute Staff Meeting”
University of Brighton
Managing Medico-legal risk
NAFAO and the Ombudsman
Multi-Agency Levels of Need and Response Framework
Levels of involvement Consultation Collaboration User control
Presentation transcript:

Training for Local Authorities Effective Complaint Handling in Children’s Social Care

Who are we? we independently investigate complaints about fault by local authorities causing injustice 120 investigators we have the powers of the High Court to obtain information and documents if we find fault, we may make recommendations about how to put things right

2017 – 2018 investigations received 17,452 complaints and enquiries carried out 4020 detailed investigations‒ and published our decisions about them online upheld 57% of complaints against local authorities where we carried out a detailed investigation made 3622 recommendations to put things right (LGSCO’s Annual Review of Local Government Complaints 2017-18)

What kind of complaints? Complaints and enquiries received, 2017-2018

Learning outcomes At the end of the course you will be able to: list five things that are important to people when they complain describe the stages of the complaint-handling process accurately identify, define and summarise complaints list five sources of useful evidence for investigations investigate a complaint and reach evidence-based conclusions identify appropriate and proportionate remedies for injustice write a comprehensive decision letter/response explain how learning from complaints can be used to drive service improvements

Complaint journey Considering a complaint: “I felt confident to speak up.” Making a complaint: “I felt that making my complaint was simple.” Staying informed: “I felt listened to and understood.” Receiving outcomes: “I felt that my complaint made a difference.” Reflecting on experience: “I would feel confident making a complaint in the future.” (“My expectations for raising concerns and complaints”, LGSCO/PHSO/Healthwatch England, Nov 2014.)

Overview of the complaint process Step 1 Accept complaint > analyse > define complaint Resolve the complaint Take action as soon as possible at any stage Step 2 Plan investigation > gather > analyse > evaluate information Step 3 Make decision Step 4 Communicate decision

Planning the investigation what is your brief? is the complainant a child? are they at risk? do they need help to make their complaint? if they have a representative, is that person suitable to represent them? what are your timescales?

Planning the investigation what authority do you have to gain access to papers or interview people involved? what other resources/support/backup do you have? is an independent person involved? what are you expected to produce – and who will be receiving it?

Evaluating information > reliable > relevant > important

Making a decision > has there been some fault? > what effect has it had on the complainant? > what action does the authority need to take?

Putting things right > if possible, put the complainant in the position they would have been in if the fault hadn’t happened > focus not so much on what went wrong, more on what the consequences were > take account of the complainant’s views, but exercise your own judgement

Putting things right > make the remedy appropriate and proportionate to the harm suffered > if specific action is needed, e.g. provision of a service, ensure the action is taken > if no other way to remedy, consider payment of money > if there is something to apologise for, do it

Putting things right > did the complainant contribute to the harm they suffered? > was the complainant put to a lot of time and trouble in pursuing their complaint? > do you need to change your practices? sometimes, people just want to know the same thing won’t happen again www.lgo.org.uk/information-centre/staff-guidance

Benefits of effective complaint handling to your organisation

Learning outcomes You should now be able to: list five things that are important to people when they complain describe the stages of the complaint-handling process accurately identify, define and summarise complaints list five sources of useful evidence for investigations investigate a complaint and reach evidence-based conclusions identify appropriate and proportionate remedies for injustice write a comprehensive decision letter/response explain how learning from complaints can be used to drive service improvements

Further reading www.lgo.org.uk @LGOmbudsman Weekly emails Annual reports and statistics Reports and subject guidance Decisions Guidance on complaint handling, administrative practice, remedies and unreasonable complainants Manual for link officers Learning resources page for course participants Our own policies and procedures @LGOmbudsman Weekly emails

Ombudsman training team www.lgo.org.uk/training training@lgo.org.uk 0330 403 4042