BackOn the 5 December 2017, the Scottish Public Services Ombudsman (SPSO) published its second thematic report. The report focuses on the impact of complaints on staff who have been complained about.
The report focuses on the impact of complaints on staff who have been complained about. Whilst organisations are increasingly more likely to describe themselves as “learning organisations”, research suggests that being subject to a complaint can have an adverse impact on the individual involved and can limit, rather than promote, learning.
The overriding message that has emerged from this report is that organisations need to actively support their staff through complaints processes and engage staff in positive and purposeful activities to manage and learn from complaints. Getting this right will encourage staff, help drive improvement in services and promote learning.
Please find a copy of the report further down below and further information on the SPSO’s Valuing Complaints website.
Source: Office of the Scottish Public Services Ombudsman (SPSO) , UK
