Key Points
  • The landscape of complaints handling in public services and key priorities for Ombudsman
  • Improving the complaints handling process
  • Handling vulnerable complainants and supporting front-line staff
  • Evaluating the use of social media in complaints handling
  • Using feedback to improve service provision


Overview

Confirmed Speakers:

  • (Chair) James Walker, Founder, Resolver
  • Evlambios Christophi, Head of Digital Communications, Department for Work and Pensions
  • Brian Weston, Head of Research and Insight, Institute of Customer Service
  • Andrew Medlock, Assistant Director of Strategy and Partnerships, Parliamentary & Health Service Ombudsman (PHSO)
  • Jacob Lant, Head of Policy, Healthwatch
  • Mike Bird, Business Development Director, Patient Safety Learning
  • Ian Weedall, Community Engagement Advocate, Advocacy Focus
  • Robbie Watson-Levey, Compliance and Complaints Manager, Essex County Council
  • Jo Fox, Head of Customer Services, West Kent Housing Association

    As pressure on public services increases, it is crucial that complaints handling procedures adapt to not only cope with the rise in demand, but utilise complaints to drive service transformation.

    Westminster Insight's half-day Complaints Handling in the Public Sector Forum will explore the landscape of complaints handling in public services and the necessity of promoting a culture of ownership and empowerment. Our expert panel will discuss strategies for dealing with vulnerable complainants and supporting frontline staff in handling distressing interactions. This forum will offer guidance to help you improve communication and coordination and empower people with the information they need to complain, and effect change in service provision.

    Hear case studies from trailblazing organisations with innovative and creative complaints handling practices, to examine the strategies they have implemented and the impact they have had on service delivery. Learn best practice for resolving complaints on social media and using online feedback to drive service improvement.

    Join peers from the police, health and social care, housing, local and national government, and the VCSE to gain strategic insight into the process of complaints handling and improve service provision.

Agenda
Start

08:30 - 09:00
Registration Tea and Coffee

 

09:00 - 09:10
Chair’s Opening Remarks

 

Speakers

James Walker Founder, Resolver

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09:10 - 09:30
Keynote Address 1: Exploring the Landscape of Complaints Handling in Public Services

 
  • Responding to the rise of complaints driven by underfunding of public services
  • Utilising complaints to drive service improvement and implement strategies for change
  • Promoting a culture of ownership and empowerment: changing staff mindset about complaints to embrace the opportunity for improving service delivery

Speakers

Brian Weston Head of Research and Insight, Institute of Customer Service

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09:30 - 09:50
Keynote Address 2: Priorities for Public Sector Ombudsman Schemes

 
  • Commonalities occurring in complaints across public services
  • Driving improvements through collaboration and peer learning
  • Moving towards increased transparency
  • Putting the Caseworker Competency Framework into Practice
9.50-10:00 Questions and Discussion

Speakers

Andrew Medlock Assistant Director of Strategy and Partnerships, Parliamentary & Health Service Ombudsman (PHSO

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10:00 - 10:20
“It’s Good to Talk” – The Importance of Communication in Complaint Handling

 
  • How good communication can support and enable a better experience for the customer
  • Understanding customers’ concerns, maintaining an honest and constructive conversation
  • Internal communication and co-ordination to resolve complaints
  • Responding to customers appropriately
10:20 - 10:30  Questions and Discussion

Speakers

Jo Fox Head of Customer Experience, West Kent Housing Association

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10:30 - 11:00
Panel Discussion: Dealing with Vulnerable Complainants to Identify Concerns and Signpost Effectively

 
  • Making the voices of vulnerable people heard to understand their perspective and improve the efficacy of complaints handling
  • Identifying mental ill health as a potential source of complaints and exploring strategies to help customers access the services they need
  • Supporting those involved in frontline resolution to handle distressing interactions with complainants

Speakers

Ian Weedall Community Engagement Advocate, Advocacy Focus

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Robbie Watson-Levey Compliance and Complaints Manager, Essex County Council

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11:00 - 11:30
Networking Tea and Coffee Break

 

11:30 - 12:00
Improving Complaint Handling in Health and Social Care

 
  • Tracking the quality of complaint handling across the country
  • Building an understanding of how communities currently see the complaints process to inform where improvement is required
  • Facilitating the regular sharing of information about complaints between local partners to ensure collective learning
11:50 - 12:00 Questions and Discussion

Speakers

Jacob Lant Head of Policy, Healthwatch

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12:00 - 12:20
Utilising Complaints to Drive Service Transformation

 
  • Using complaints data and other sources of management information to identify themes and trends
  • Using networks as sounding boards and to proactively prevent complaints
  • Understanding how likely the complaint is to reoccur
  • Looping feedback to continuously drive service improvement  

Speakers

Mike Bird Business Development Director Patient Safety Learning

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12:20 - 12:40
Handling Complaints on Social Media

 
  • Exploring the organisation’s strategies to gain insight into what works well
12:40 - 12:50  Questions and Discussion

Speakers

Evlambios Christophi Head of Digital Communications, Department for Work and Pensions

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12:50 - 13:00
Chair’s Closing Remarks

 

End

Speakers

Mike Bird Business Development Director Patient Safety Learning

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Evlambios Christophi Head of Digital Communications, Department for Work and Pensions

Read profile

Jo Fox Head of Customer Experience, West Kent Housing Association

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Jacob Lant Head of Policy, Healthwatch

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Andrew Medlock Assistant Director of Strategy and Partnerships, Parliamentary & Health Service Ombudsman (PHSO

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James Walker Founder, Resolver

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Robbie Watson-Levey Compliance and Complaints Manager, Essex County Council

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Ian Weedall Community Engagement Advocate, Advocacy Focus

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Brian Weston Head of Research and Insight, Institute of Customer Service

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Venue details

Central London


Speakers
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