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SPSO Annual Report 2017-18
The Scottisch Public Services Ombudsman (SPSO) published last Wednesday, 19th of September, the Annual Report for the year 2017-18. The Ombudsman, Rosemary Agnew, is delighted to report a strong performance and the office’s many significant achievements over the year. These included: clearing our backlog of cases, laying our new strategic plan before Parliament, issuing our report “Making Complaints Work for Everyone” and positive engagement with a wide range of stakeholder.2017–18 also saw us achieve a major milestone with the NHS being the final sector to implement model complaint handling procedures. This means all Scottish public services now take the same, two-stage approach to complaints handling.
The SPSOs complaint handling performance at a glance:
- SPSO handled 904 enquiries.
- SPSO received 4,125 and closed 4,226 complaints.
- SPSO upheld 58.8% of complaints.
- SPSO made 635 recommendations about learning and improvement, 448 recommendations to provide individual remedy for an aggrieved person and 109 recommendations to improve complaints handling performance of public bodies.
- SPSO closed 97.1% of complaints within 260 days against a target of 95%.
In order to read the full report, please refer to the section below.
Source: Scottish Public Services Ombudsman, United Kingdom
