Report Summary
The Authority has a set of procedures that details how it will handle a relevant complaint to ensure transparency, equality of treatment, common understanding and public accountability.
As this document constitutes actual working procedures, it covers a significant amount of detail. However, it is hoped that by sharing the ‘how’ and the ‘what’ of its complaint handling, this will allow the Authority to focus its efforts on dealing effectively with all complaints. It also highlights what the Authority will do if there are complaints which do not fall within our remit, or if we consider a complainer’s actions to be unacceptable.
Stage 5 - Identify Organisational and Individual Learning
Continuous improvement is an important outcome of the complaints process. Complaints provide an opportunity to improve service delivery by identifying organisational and individual learning.
Opportunities may present during complaints investigations to improve service delivery and prevent repetition of complaints. Learning can include changes to current practices and policies or can involve direct development input for an individual or a group of individuals. It is equally important that good practice is identified in order that all parts of the organisation may benefit from lessons learned.
Significant issues identified during the investigation of a complaint will be addressed without waiting on the conclusion of the complaint to prevent any recurrence. Any organisational or individual learning points will be shared with the appropriate department or personnel to ensure lessons learned are taken forward and considered for future action.
The SPA Complaints Team will ensure that, where appropriate, line managers are made aware of the outcome of Committee decisions, and the expectations that they will oversee any follow up action. Line managers will be required to confirm to the SPA Complaints Team what action was undertaken.
