Using complaints to improve services A presentation and

Using complaints to improve services A presentation and interactive workshop at Autscape 2009 by Yo © Yo 2009 1 of 14

Structure Part 1 1. Types of complaint 2. Do complaints really achieve anything? 3. Whether to complain 4. How to complain a) 3 steps to making a complaint b) Writing a good complaint letter Part 2 Your experiences and using these techniques to make your future complaints more effective 2 of 14

Part 1 1. Types of complaint Something bad happened I can’t get the support I need Your service doesn’t meet my needs Your rules are unfair 3 of 14

Part 1 2. Do complaints really achieve anything? “When handled well, complaints provide an opportunity for public bodies to improve their service and reputation. ” (Parliamentary and Health Service Ombudsman, 2009) http: //www. ombudsman. org. uk/improving_services/principles/complaint_handling/principles_good_complai nt_handling. html 4 of 14

Part 1 2. Do complaints really achieve anything? • The ‘Ransom Note’ campaign • An X-ray Story • Lack of care 5 of 14

Part 1 3. Whether to complain • What’s the rule? • Informal resolution? • Stress vs Benefit 6 of 14

Part 1 3. Whether to complain Start Get support from friends to deal with your feelings but it’s probably not worth pursuing a complaint. Identify rule? Yes If I complain, which will be greater: stress or benefits? No Make a formal complaint Informal resolution help? Yes Benefits Stress No No need to pursue complaint 7 of 14

Part 1 4. How to complain a) 3 Steps to making a complaint b) Writing a good complaint letter 8 of 14

Part 1 4 (a) 3 Steps to making a complaint Step 1: Get help if you need it 9 of 14

Part 1 4 (a) 3 Steps to making a complaint Step 2: Identify the appropriate complaints process 10 of 14

Part 1 4 (a) 3 Steps to making a complaint Step 3: Follow the complaints process 11 of 14

Part 1 4 (b) Writing a good complaint letter 1. An actual letter 2. A specific person 3. Which stage of what complaints process 4. Explain the facts 5. Specify the rule 12 of 14

Part 1 4 (b) Writing a good complaint letter 6. Include specific details 7. Be positive and respectful 8. Give them an ‘out’ 9. Say what you want them to do 10. Be realistic 13 of 14

PART 2 Your experiences and using these techniques to make your future complaints more effective. Your turn 14 of 14