We have published our report on the findings from our 2015-16 Customer Satisfaction Survey. It explains how and why we developed the survey, what people told us about our service and the recommendations we made in light of their feedback.
Read the report below.
The Improvement Service (IS, the national improvement agency for local government in Scotland) and SPSO have revised and updated a complaints briefing note for elected members. The briefing note emphasises how complaints should be used to identify concerns with service design and delivery, and support improvements. It includes a 10-point checklist of essential questions.
The SPSO is seeking a number of additional Professional Advisers to provide verbal and written advice to the Ombudsman and his investigating staff. You will comment on cases being reviewed and ensure findings and conclusions contained in reports are consistent and based on a good and contemporary understanding of clinical issues. You may also be invited to provide support and development to our staff and to represent the Ombudsman’s office externally.
Following a Scottish Government review of social work complaints, the complaints system will change from 1 April 2017.
The December 2016 update is the second in a series of bulletins from SPSO about changes to the social work complaints procedure.
It includes information on the new complaints procedure, our extended role within social work complaints and next steps.
Today we have published the Social Work Model Complaints Handling Procedure (CHP). This sets out how complaints about social work services must be handled from 1 April 2017. It will bring social work complaints largely in line with the complaints handling arrangements in place across the wider public sector, and with NHS complaints handling which is also set to change from April 2017.
Today we laid 52 decisions before the Scottish Parliament.
Download the Ombudsman's overview (PDF, 120KB) or read it online.
Media enquiries can be made by email or by calling 0131 240 2990.
Today we laid 56 decisions before the Scottish Parliament.
Download the Ombudsman's overview (PDF, 148KB) or read it online.
Media enquiries can be made by email or by calling 0131 240 2990.
SPSO has produced 'Why do complaints matter to board members?', a briefing note that will help board members fulfil their responsibility to ensure that complaints are considered as part of their organisation’s governance and assurance arrangements.
We will be holding our 2017 Learning and Improvement Conference on 15 March in Edinburgh.
The conference will provide:
Today we laid 75 decisions before the Scottish Parliament.
Download the Ombudsman's overview (PDF, 171KB) or read it online.
Media enquiries can be made by email or by calling 0131 240 2990.