Reforming public sector complaint processes to reduce harm to employees 

Around 5 million complaints are made about UK public services annually. Dr Chris Gill’s research has identified harmssuch as reduced performance and wellbeingcaused to public sector employees through certain complaint processes, and recommended improved procedures. In collaboration with practitioners, Gill’s research has informed ombudsman policy and complaint handling practice in Scotland, at UK-level, and internationally. 

The research 

Government policy throughout the UK has encouraged the development of complaint systems to create more customer-focused public services.  

However, there is widespread evidence that complaint systems are neither meeting citizens’ expectations nor being used to improve public services.  

Evidence from healthcare also indicates that complaints can result in harmful effects on the health, wellbeing, and performance of staff. 

Dr Gill led a collaborative project that addressed these issues by examining the effects of complaint systems on public sector employees. 

The research found that negative effects could be minimised by providing opportunities for employees’ views to be heard, being kept informed of progress, being involved in the investigation, and being given clear and timely information about outcomes. 

Research-based guidelines were then developed to share findings with organisations dealing with complaints, setting out principles on how staff subject to a complaint should be dealt with by their employer organisation. 

The impact 

Dr Gill’s research has informed the policy development of the Scottish Public Services Ombudsman (SPSO), the body that provides final determinations of complaints about devolved public services such as healthcare, housing and education. 

In 2017, the SPSO published a research-informed report designed to draw attention to the fact that complaints systems had to work ‘for everyone’, including those complained about. 

Dr Gill’s research shaped the revised mandatory guidance issued by the SPSO in 2020 to all Scottish public service providersover 976 organisations employing around 500,400 staff.  

The research has also informed the practice of ombudsman organisations in the UK and internationally in Ireland, Canada and Australiaand been actively promoted by the International Ombudsman Institute. 

The research-based guidance has been implemented by organisations that deal with complaints, such as Castle Rock Edinvar Housing Association, which is one of the UK’s largest housing groups. 

Significant changes include reference to handling complaints being included in all job descriptions and the research-based guidance being referenced in training for all new staff. 

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