The Archives

05.11.08 | Colin Adamson

November’s Newsletter: No downturn here - M-A-C blogging team’s creative outputs breaks all records Posted under: Complaint Handling, Management & Innovation, NHS, Ombudsman, Policy Governance®, Public Involvement, Schools, Surveys | (0)
10 posts since 30th September represents an all-time record as M-A-C engages with the issues and causes dear to our collective and individual hearts. Our first ever post back in 2003 was about our central interest - user involvement. A theme echoed in this month's output with Andrew's post Engagement isn't enough. Two posts later, we were taking a look at Ann Abraham's approach to her then quite new job as Health Ombudsman. Complaints and the way they are managed and treated and what they mean for the organisations trying to deal with them are another abiding interest - see the ...

Tagged: Complaint Handling, complaint survey, NHS, Parent Teacher Association, Policy Governance, Schools, user engagement
24.10.08 | Colin Adamson

Complaint Data - common themes confirmed in different surveys Posted under: Complaint Handling, Management & Innovation, NHS, Social Care | (2)
It gets a little dispiriting if you work with complaints and complainants to see the same old messages emerge in survey after survey as the years go by. If I was a complainant, I would be tempted to be very rude to the next person who wanted me to complete a survey about the experience I had with my complaint. The questionnaires or the questioner have a little spiel along the lines of "your experiences will help us greatly in improving the way we handle complaints". Really? There seems to be little sign of that. The National Audit Office has taken ...

Tagged: complaint survey, customer care, customer satisfaction, NHS