1. Learning from complaints
Complaints help organisations to learn more about the experiences of people who use their services.
What we want to happen:
- organisations will understand that complaints are helpful. Complaints can help organisations to work in a better way
- senior leaders will make sure that things they learn from complaints make a difference.
- For example, by writing a plan for how to make their services better.
- people who investigate complaints will get good training and support.
Investigate means:
- looking closely at what has happened and talking to people involved
- looking at the facts
- asking people who have been involved in complaints what it was like