PPT-ECCF: Responding to and resolving complaints

Dr Dorothy Armstrong Masterclass for ECCF Cohort Todays session will Discuss the challenges support and inspiration for your careers Explore the role of the Scottish Public Services Ombudsman in relation to the political strategic and leadership role. of complaints pending at the beginning of the year 1 st April 2013 4046 b No of complaints received during the year 2013 14 264401 c No of complaints redressed during the year 2013 14 266232 d No of complaints pending at the end of the year 31 st Addressing Complaints . 2. Identifying and managing problems and risks in projects where grievances are being or are likely to be raised. Addressing legitimate concerns of project affected people while protecting the Bank from frivolous claims. . Centrum pro virtuální a moderní metody a formy vzdělávání na . Obchodní akademii T.G. Masaryka, Kostelec nad Orlicí. . What. . is. a . complaint. ?. A . complaint. . is. . an. . expression. Nick Nurden. The Ridge Medical Practice. Bradford, West Yorkshire. Introduction. What is an unreasonable complaint?. What causes unreasonable complaint behaviour?. Managing unreasonable complaints. What if matters cannot be satisfactorily resolved?. Minimising the Workload, Maximising the Benefits. Nick Nurden . Business Partner – The Ridge Medical Practice. Don’t get bogged down – lets make a difference!. We have already looked at what the HSE says in its policies and processes. & . Nonviolent Conflict Resolution. Which of the following are potential sources of conflict?. Aggressive Tone. Disrespectful Language. Common Traits. Differences of Opinion. Alcohol Use. Effective Listening. . Northern Ireland. Ireland partitioned in 1921 . Population 1.7m. The Troubles 1968-1998. Significant impact on policing. A Decade of Change. Political reform – . Good Friday Agreement 1998. Police reform – . Tammy Chamness. Medicine is an art and a science. Given that we work with animals, from time to time, outcomes are not what any of us would hoped. Sometimes undesired outcomes will prompt an owner to question. the treatment provided by their veterinarian.. . (Joan Baez, Singer). ‘. Learning. is not a spectator sport’. . (D. . Blocher. ). ECCF 1. st. September 2014. Simon . Sikora.. With grateful thanks to Jackie Chaplin,. Joyce . Jeffray,. and Ian . Civil Rights Program Manager. FHWA Indiana Division. Complaint Laws & Regulations. Title VI of the Civil . R. ights Act of 1964 . 42 USC 2000d. US Department of Justice . 28 CFR Part 42. US Department of Transportation . John Baguley BVSc MBA PhD . GradCert. (. HigherEd. ) MANZCVS MAICD.  . . Veterinary Practitioners Board. . of New South Wales. Outline. Overview of complaints. General principles. Risk mitigation. To examine how to handle difficult customers.. To show the benefits of handling complaints correctly.. To analyze the handling complaints cycle.. To discuss the business advantages of proper customer service. . . Nicola Williams, Assistant Director of Nursing & . Patient Experience ABMU Health Board . Oct 2012- . Letter received from parents of a lady in. . her early 20’s regarding the care received prior to her sad death in June 2012. Leadership and complaints. What is the value of complaints and why should you listen to service users. ?. 2. Leadership and complaints. The . best and most cost effective scenario is to avoid issues and concerns becoming complaints in the first...