grumbles gripes and grievances

7/28/2019 Grumbles Gripes and Grievances

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1 Grumbles, Gripes and Grievances

The role o complainTs in Transorming public services

1

a 2013

r so co b

Grumbles, Gripesand GrievancesThe role o complainTsin Transorming publicservices


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aot nt

nt t uK t dt. a ddt ty,w d t t d t . W dt y d tt d t d ,twk d k.

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nt 2013.
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cOnTenTs

acknOwledGemenTs 4

execuTive summary 5

1 inTrOducTiOn 14

2 cOmplainTs in a relaTiOnal sTaTe 17

2.1 T o g 17

2.2 cot ot 19

2.3 cot o oto 22

2.4 ug ot to o ot t o oto 24

2.4.1 ct 24

2.4.2 ct 27

3 deininG cOmplainTs 30

3.1 cot o (. o t) 30

3.2 dt o o ot 32

4 a cOncepTual ramewOrk 35

4.1 cot oto t 36

4.2 lt, egg, ro 37

4.3 ioto o 37

4.4 ioto oto 40

4.5 a 40

5 eliciTinG cOmplainTs 42

5.1 Og o ot 42

5.2 T t 43

5.3 etg ot tog gt toog 45

5.4 Ot ot o to tg ot 48

6 acTinG On cOmplainTs 49

6.1 ug ot to ot oto 49

6.2 coog oto 52

7 valuinG cOmplainTs 53

7.1 vg t og o ot 53

7.2 cot o t g 54

8 cOnclusiOns 56

9 recOmmendaTiOns 58

appendix 1 60

appendix 2 70

reerences 72


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acknOwledGemenTs

W wd k t tk t tt d wt t wk. i t tw ttdd d t t y 2013, t w td t t tkd t t jt, t w dd t tdd t, d t w td dt d dd y t.W y t t tt, l D, t t t jt. Wwd k t tk nt , t g m, D J cd l bt t t d d d t nt ct T w d t t t . ay w.

abOuT The auThOrs

r so cDt t mtty r p t tuty st. o t t dd d xt t . T d td dd yt e d s r c, s rt bdtddtdy, d wk t nhs, stt ext, nt c c,c Tt, Wd bk, ct uK, nt d t c itt. h wt wdy t d, y d tt d.h k, T c p s d y t py p. a w j t qty tt j Social Policyand Administration, Policy and Politics, Annals o Public and Cooperative Economics,d Public Policy and Administration, rd wtt y

td t d j t tt d. h tt dy t d , t d dy d t tty d t y. Tmtty r p qd tt tt t x , kwd x d ty t .

rd ttd t..o@t.. d t t d t ..t..

co b t Dt t c it ct t Q mtuty, ed (Qmu). c xd d d ddd d jt, d t od s, t l od, t od at, tstt p s od, t p ct c std, t itt od ittt, t a od rct, Dtt g ht d c, (Dg sanco), nt, d t citt. h tt y t d y wtt t wt, t d d t. i ddt t t t t d t nt, c t t t t c itt. h t d t d tt j.c d t c it ct t Qmu t x , kwd x, t d ty d dt d t d .

c ttd t @q.. d t t tc it ct d t .q..//r/.t
mailto:[email protected]://www.dass.stir.ac.uk/mailto:[email protected]://www.qmu.ac.uk/be/Research/cic.htmhttp://www.qmu.ac.uk/be/Research/cic.htmmailto:[email protected]://www.dass.stir.ac.uk/mailto:[email protected]


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execuTive summary

ct t t td wt t d tty. W w tk t, w td twd t t tt, , ,t t dt wt ty d d wy. r t t t t wy , t td.

bt tt t tt t t tt t ty w tt tk t wt d tt ty w td t, d tt ty ttty w t f t yt. Ty d dy t.

a t dd y x dtt, w t xty ty xtd dt , t t y t tw

xtt d wt w dd. T t t yy jt k y dk, t d tt t w t d t tty t. ad wt d td t t, k d t d .

hw t ? a t w t t t t d t dt d , t, k d dt,t dt wt y d ytty. bt d ty dt t? T wt xtt d t dt t tdy d x dd? hw t t t, d wtt d tt t? hw k t t d t t d ?

p t t to to tt

it qty d tt d t . p wt ttt, t d xt t t dd w. o ddd xtt wt d d d , t t t t . nw ty dy w w d d t w, w w t, w w d d. T wt d d t k dk t ydy . W xt t dt d .

a w dd d xtt, t t d dy. bdt tt, d t, d y x d wkd t dt, ty, qty d t , tt w d t wy d .

T wy tt ty d y y t wyt tw w tt w dd, wt kttd t1980 d yd, d dtd w t t dy d ttd td t. Dt t x t d twd d , t jty t , t

t ty tddd d .


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g t t dd, d t td d tzd t t d, d wk dt wy t d t ,t d t t.T tk d t ttw tz d t tt. p d t t dy d t

t d. T ty tt y w t tt t y t , t dt td tt, w t t d t dd wt,t t t .

Wt wd t t tt?

r dd d xtt , dd y dt d d dt, t tw t w wt d d d t w . T d td t t dt w dt, d yt tt t t t t .

Wt t t d t t?

od d : nw d :T tt T to tt

s d ot d

ozt, tddd, t pd, fx, t, dt

sd Jd d twkd

cd o, tt, t,

d d t

s dd t s ddd dttt t

ctd ld

Djtd d s ttd wt

D tt

Tdw t d k r t t t

D t: d y , tz at wt: tz q, tdwd, t, t d

D y d d stt wt t

ltt t d icT tt ty (icT)

Dd wt t Dd y t, t td td t


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cot to tt

T t w t t t d t. T

ft t xtt d w t k t t , d t y d t d qty. hw, t y twxtt d x.

c t d t d t w d; y;d; t k dd d ; fxty; dy; t; t; y; t w y d; dt; dty; ty; tk w; t t d; t, tt , t t t ty ttt.

W d Q mt uty ed d t uty st ty w t d t tt t . T

t tt, x d k t twk xt,ty dd t td tt w w t d tyt t t. T xd y t t. T t wkw d w t t, t t, d t t d t d dy.

Wt dy d , t t t t w t y d d ty. i t t d d k d t, t d tt.i t tt tty t wt t k t d d ddtd , t t.

bt t wy tt t, d w kwd. Wk y t ittt ct s w w t y w tt t w, w d t wt . ct t:

idty d t d.

ht tt t .

c td wd.

ct d d t.

u yt .

Oto o ot oto

ot td t d. Ty t t,d w y t. i , T u O, t t t d y t.

Tell us Once

a ed, std d W. p t t t jt t dt. o tt t dt, t t tdtt d ttd tty. T dy tt d t t dtt.


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i t, eol c d t mto u, ty w t t tt t t .

i yt t, t po sot, t y ty tt y t ( t t t t t uK).

i t , t d t d t tt tk d d d t t tt t.

i , wt y ttd t wt ty t yd , t dd wdy wt t ytd t dd t t ty w d t y. a dx ptt pot. T t w y dd t dtt wt dt. hw, t d w kd t t t nhs, d tt t dd t t wd t dt.

endOlie care

a t t t d d d t w d. a t wd w td. Kwdt d t d t d y tt; ;t d; d ttt tt.

meThadOne usera ddt d t ptt o wt t t dy, d wt t ty, t tt w t t wtt t dt t wkd. T tt ptt o dt t t d tt t.

prisOn supercOmplainT

a t t t t d t dt t od, w w t td y t p s. T pr Tt kd t nt c c t tt. T td t t o d t t w y dd.


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etg ot

W t t t t, t y x t , d tzd . ct t td mstt tz t t , k t

t , wy tt d tt t dt.

W ty k w t t t, y ttt t t d y tz t. ptt Oo x tzd t t t j d t dk d t.

paTienT passpOrTs

ptt pt w td wy t tt t d wt dt d d t t tt t xt wtt dttd t t . ptt pt w d t t t t .

ixmysTreeT

xmystt dt tdy w dd d t t t t t tty t t . it d y tt t uK d t dd t t t t t k t tt t xd.

paTienT OpiniOn

a t, dd y gp, p hdk, t w t t, t td t tt dk. my

td t t w t d d. s nhs tty d ty w w t t t t t .


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o Tt rt t t d d tt t t t t tt d td ptt o.

Wt t w tt t t wy w , dty t tt y wt

. od d tt xt ttt t w .

atg o g ot

o t d, w d w tt ty td d d, tt t td d tt d ?p y t t xt ty tk tt w t d tt ty w td t d tt t t w tk d.

Wt t d , t d tty t d wt t . a t d t t dk t y t y k d dk. it d wt t, d ty, t t t wt tz t y, t d wk wt t t d tt t.

ct dty d t t txt, d ty d t kyt k t d t. T ho dg pot t awpk ht t W, w d t. T d tyd y t d t t w d y .

Orum TheaTre

ptt o (po) tk t t wt d t tt t wt t d t tkd ttwk t d t tt x d t. tytw d d t w ty wd d t t .

hOmeless discharGe prOjecT

h tt w dd wt tt t, t tt. Ty d t t t t d d t ty d. T t t wkd wt t t d k wkt t t.


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et e dtt wt d wt tt t t t dd. at x y t eb dg.

ct d t tt dt. i t d sto, tt w d t d t t tt d xty t nhs std t t ttt dt.

mot cot oo Go d dt wy t . Tw t d y dt d d t t dyt d t t t fd.

experTs by experience

ext d t cQc wt t t t t t . a t d t t, d cQc d t t, t t d ext yex t t d t .

experiencebased desiGn

c tt w dt wt ty t d. a t tt t w td t wtd y t d t tt d.t d td t t d tt t d t t t t tt d.

dads sTOry

o w t t ty t t t d t, dt . T d, td y t Dt sDt ct st, wdy d t t t nhsd t wt t dt .

mOaT cOmmuniTy lOOd GrOup

T ty d tdy d t fd, d w y wt t t t ty. Ty d d r g t

t t t tt fd. T d t k, dt d tdt d, ty t c t d t kd.


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a t d q w y t td tz. rt k t dt tdt d xtd t:

What kind of public servants are good at relationships? Relational approaches require skills that

are distinct from those of management and delivery. They require greater empathy, a better

ability to see things from the point of view of others, stronger skills in both communication

and listening, and skills of mobilisations, including particular skills in how to organise coalitions

for change, particularly where the goal is to change cultures. Management becomes as much

about mobilisation as about control through the line.1

T t jt t ty t tt. i w xt t t tt d t d t k t t t , wt d w xt tz t? cy t t q d d tk y t t. r tz d t dt . t t t tt t tt t, tz d t

dtd tt tk d t t t t,t w ty t wk t .

w t o ot ?

W d ky wy dd t w t d :

1. k g o o o ot (d t wy t d).

2. u toog to o o to ot (k t t ;d t t t t).

3. cot t g tz o t ( tt tydtd w t t dt wt).

4. l o ot t og ot o o tg (t d).

5. io ot o t oto o ot (t tty d tt t t d t, d tt ddtd ).

6. l t o o (tt d dd t t t td t d t t d t tty d t k).

7. G ot t t o t to q o ot to g oto (d tt t t qky).

1. ics (2007) ittt ct s, t t , t d. s: tt://www.tttt.//1.gd%20nt%20%20ct%20d.d
http://www.instituteofcustomerservice.com/files/1.Guidancehttp://www.instituteofcustomerservice.com/files/1.Guidancehttp://localhost/var/www/apps/conversion/tmp/scratch_3/20handling.pdfhttp://localhost/var/www/apps/conversion/tmp/scratch_3/20handling.pdfhttp://www.instituteofcustomerservice.com/files/1.Guidancehttp://www.instituteofcustomerservice.com/files/1.Guidance


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W k dt t d d wt tt t dt :

Got

itd ttty qt t d dt t.

cdt .

e tt t dt dd d t t dtt .

e d t t tt tt.

pt pty tt t dt t t.

O ogto gto

e kwd t t.

add t t d t dt.

u ty tyt tt.

ct t t t t t t.

ct t .

s o

so l: t t; t d dt; t t; d tty.

mg: t t tt t; t d wt t t k t t x tt.

cot t: w ty t k t t tt; t dt t tt t; d t wt .

coo: d t d t wd tt; d d t.


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1 inTrOducTiOn

p t d t t t t d y t t t. T xt ttt d w t d ty t tt t tdt .

ct , t d, dd dd; t y w tt t w, w t t wt tz. ct t ddt tt tz kwd y td d td t t. nw t k t t t, d yt. i d ty, t d t t k t, d t

t t t d .

T t dw y d dy x tdt, d t t wt t wk. a dtd dtd w t d t t t t. ex t td td t tt t t t t t w xd. T dd:

o .

Dk ; tt, j, k.

md ; w, dt d d.

ntwk d ctt; od at, ncpas, spso, cas, oT d t.

T dt td w t dtd d ttd tw wdtd wt t t t t t : t q t t; t t d d; tt wtt ; d . W wd t wy t tt (adx 1).

a t t dt td w. m dtd dt d tt t t. T d x d x d t. s t y; t w. s w t wk

d t ; t dd. s dtd t tw d d; t dd t tyt ttkd t t t. s t t ; t .

T d, t tw t : ty t uK; d ty d wy t t t . lk t tdt adx 2.


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c

T u O

eol c

d sto

mot cotoo Go

hodg pot

ptt pot

po sot

32

33

34

38

39

44

45

a ed, std d W. p

t t t jt t dt.o tt t dt, t t tdtt d ttd tty. T dy t t d t t dtt.

a t t t d d d t w d. a t wd w td. Kwd t d t d t d ytt; ; t d; d ttttt.

o w t t ty t t t d t, dt . Td, td y t Dt s Dt ct st, wdy d t t tnhs d t wt t dt .

T ty d tdy d tfd, d w y wt t t tty. Ty d d r g t t t t tt fd. T d t k,

dt d t dt d, ty t c t d t kd.

h tt w dd wt tt t,t t t. Ty d tt t t d d t t yd. T t t wkd wt t td k wk t t t.

ptt pt w td wy t tt td wt dt d d t

t tt t xt w tt dttd t t . ptt pt w d t t t t .

a t t t t d t dt t od, ww t td y t p s. T p rTt kd t nt c c t tt.T td t t o d t tw y dd.

b dto pg


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mto u

o Tt

et

e

edg

47

47

50

50

a ddt d t ptt o wt tt dy , d wt tty, t tt w t t wtt tdt t wkd. T tt ptt

o d t t t d tt t.

ptt o (po) tk t t wtd t t t t wt t dt tkd tt wk t dt tt x d t. tytw d d t w ty wd d tt .

ext d t c Qty

c (cQc) wt t t t t t . a t d tt, d cQc d t t, t t d ext yex t t d t .

c tt w dt wt ty t d. a t tt t w tdt wtd y t d t tt d. td td t t d tt t d t t t t ttd.

T t t t txt td t . it dw t xtt tz d dty tt yd t t d, t, d t. itt d t t d t. it x t dt tt t tk. it t t wk dtd w t d t, d t dt wy w t t td, td d d.


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2 cOmplainTs in a relaTiOnal sTaTe

bgt ott, o o ott o o tt to o g .

i o to t t o gt o o g tto,t to to t o to to o o .

cot ot g t t o to tt g to t tz tto.

bt, tg t o g, ot tt g.

To o o, ogto to o t ot tto ot t.

2.1 T o g

p t d xt t t dd w. o dd dxtt wt d d d , t t t t . nw ty dy ww d d t w, w w t, w w d d. Twt d d t k dk t ydy . Wxt t dt d .

a w dd d xtt, t t dtt tt w d t wy d .

bgt ott

p t t t t d dw t. T nhs tk dtty 20 y 2015 (bbc 2012). ct dt

td t d td td t . Ttt ky t qky. it y dt t t tw tzxtt d x t tdt dy, tyw t d dd t ddd .

w o o

it wdy d tt x t t dy, tyd d, ty d qty w . sy t wkd y q t tdtwy wk. Ty q tk tt d t t, d t

tt tw wd d d t. Ty d t tty wt t ty y t. Ty qd, t d t d.


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iqt o o

my t t t dt t x wd (D

c, 2006). T wy tt ty d y y t wy t tw w tt w dd, wt kttd t 1980 d yd, d dtd w t t dyd tt d td t. Dt t x t d twd d , t jty t , t t ty tddd d (h, 2011).

at t wt, y td y:

p dy .

i wy d t t .

nt yt d t .

s d tt t t t .

a k tt, ty d ty, t d.

h t wt tt d t t.

a y d (t, k t, t).

T ttt t dt, t t t .

g t t dd, d t td d tzd t t d, d wk dt wy t d t ,t d t t.2 T tk d t ttw tz d t tt. p d t t dy d t t d. T ty tt y w t tt t y t , t dt td tt, w t t d t dd wt,t t t .3

2. p17, bt, l., h, m. d Wtk, s. (2010) st t Wt. ld: nt. s: tt://www.t..k/y/dt/st.d

3. p23, m, g. (2012) gt wt t : t t t tt. i T rt stt. ld: ipprs: tt://www..//d//t/2012/11/ttt_n2012_9888.d
http://www.nesta.org.uk/library/documents/Schumpeter.pdfhttp://www.nesta.org.uk/library/documents/Schumpeter.pdfhttp://www.ippr.org/images/media/files/publication/2012/11/relational-state_Nov2012_9888.pdfhttp://www.ippr.org/images/media/files/publication/2012/11/relational-state_Nov2012_9888.pdfhttp://www.nesta.org.uk/library/documents/Schumpeter.pdfhttp://www.nesta.org.uk/library/documents/Schumpeter.pdf


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od d :

T tt

s d ot d

ozt, tddd, t pd, fx, t, dt

sd Jd d twkd

cd o, tt, t,

d d t

s dd t ttt s ddd dt

ctd ld

Djtd d s ttd wt

D tt

Tdw t d k r t t t

D t: d y , tz at wt: tz q, tdwd, t, t d

D y d d stt wt t

ltt t d t icT t

ty (icT)

Dd wt t Dd y t, t td td t

nw d :

T to tt

2.2 cot ot

ct y w t t t xtt. eyt tt t t ky t t t t(gdw d r 1990). m t w t t t

ty y (ittt ct s 2007). p dd, k tdd d qty (ck 2008, ittt ct s 2012). c t d: t d tw d; y; d; t k t d ;fxty; dy; t; t; y; t w y d; dt; dty; ty; tk w; t t d; t, tt , t t t ty ttt (od at 2012; t 1998; Dztk d Dtz1993).

p d xtt tdd d qty (adtc, 2007; mt, 2012). T ft t ty t ttt

t t ty (s, 2009). p t ; d ty t t dd w. Ty wt dt qty,dd , t t (s t ., 2012). p

T 1: o t tt to t to tt


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t xtt tw t . T t w t t. o , t, t d d t. T d t y xt t y t, xy t ty t t tdd ty w t (s t .,

2012). T d tdd tt t t t .p d t t t t t d y t t t t t.

i , td t td t dtd wt . ott c Public Sector Service Satisaction Indexw 76 t 2010, d t 72 t tdy t t t 2009. ht w td ty y. nhs gp d dtt d y t ttttd d . T y tttd t t t t tt wt t d t ttd ty w t t t tt t. by tt, t wt w ttt t wt d t x t cd st

ay d Jt p.

hw, w t tt y , t qt t td. ad t t , wt t t tw t xtt d x dy.

btw 2011 d 2012 t t t p s od Wd y 13 t; t stt p s od y 12 t; d tod s d t od s y 25 t. ctt t l od dd t d (od at 2012).T pty d ht s od (phso 2011) d 15,000t t t 20102011, y t 5 t 20092010. Tt t td od w t tdd (bk t .,2011).

s d t t t . ad t tg md c t t dt t uK 23 t t t y, t t td 2007. T t t w dt tt wt t tt t t td y 69 t d k t y 45 t (g md c2012). nhs t std y 15 t 20112012 t y .T 2 w t t ttt .

T 2: cot po s t nhs

pocoteg w20102011

32,681

3% y

4,379

+ 4.1% y

162,129

+8.3% y

11,968

+ 15% y

8,968

+ 10% y

pocot sot20112012

cotto t nhseg aw20112012

cotto t nhssot20112012

cotto t nhsw20102011


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T t qt t t w t dy w . st tttd d t w qt t t t d ( 1 d 1). ct t t tttdy ft tty tt w dy t

y td.

g 1: nt o cot o nto p s

g 1: nt o cot o lo p s

Staff attitude

Staff competence

Quality or reliabilityof goods/services

Suitability of

goods/services

Organisation not keeping its

promises and commitments

Availability of

goods/services

Cost

Late delivery or

slow service

Other

Public Services (national)0 10 20 30 40

38.3%

37.2%

36.9%

26.0%

16.6%

14.2%

12.2%

9.1%

15.3%

Staff attitude

Staff competence

Quality or reliability

of goods/services

Suitability of

goods/services

Organisation not keeping its

promises and commitments

Availability of

goods/services

Cost

Late delivery orslow service

Other

Public Services (local)

0 10 20 30 5040

44.1%

36.2%

25.9%

22.3%

21.5%

20.5%

16.1%

10.2%

12.2%


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D wt d y t tt d tt wt (c 2010). Tdty, d dtd y tt d d d t t t t d.hw, Dt pyt d p bdt w, t

tt d t t tt t d t ddt y y (gy d lttd, 2009). T tw t tddd d t t td d (T d htt, 1996).

h t d t y t w t t. it d t t t t tzd k t y t dk, w t d t t tt d d(lse p py g 2010). it w t . T ptt rt at std d tt wt w t t t t x t (stt gt 2012). T ay tttd t t t t w by d ht . it w t , t

t w t tk t ty (ad ct 2011).

nt, t t y w ft tw xtt d x ; d dt t d .

2.3 cot o oto

b (2010: 37) t tt t ky t t tt tt d d t . ot tt tdtt t t tty , d t d td, tt t (bt d Tdd 2012; bt dldt 2012).

it d y: d dt; t d t d dtty; t d d y tt ; d ;t ; ; t d; d tz xtt (b2010). i t, t adt c (2007) d tt:

... innovations (in public service provision) emerge in response to several drivers, and

it is rarely easy to establish a direct relationship between a single specic driver and a

subsequent innovation. More oten, members will articulate demanding outcomes which

will require an innovative response rom ocers i they are to be delivered.

(at coo 2007, . 20)

Wt dy d , t t t t w t y d d ty. i t t d d k d t, t d tt.i t tt tty t wt t k t d d ddtd , t t.

by tt, t d , t w kwd d wy tt t.

ct w tt d d t y kwd t . ct d t ty td, yd d td

ty. T q d t t t t t() d wt t t(). T y d wt t t dty; ttwt tz; wk wt tz t d t t, dt d t.


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T ct c tt:

Scotlands public services are in need o urgent and sustained reorm to meet

unprecedented challenges Reorms must aim to empower individuals and communities

receiving public services by involving them in the design and delivery o the services

they use achieving outcomes or every citizen and every community.

(sott Got 2011)

ctz d t t t uK t d t t (Wt p, ct o, 2011):

The open public services agenda can make a dramatic dierence by treating citizens

as grownups by giving them greater choice and control; genuine inormation on

outcomes; and a stronger role or their communities. Improvements will be driven by

putting the needs o citizens beore producer interest.

(hm Got, 2012: 3)

s t Wt p d t . T u (2011) tt: T t dt t t d t t t t t ty.

ct y w tz d tt t t.

T ittt ct s (2007) w tt t t:

idty d t d.

ht tt t .

c td wd.

ct d d t.

u yt .

Complaintsled innovations may be incremental (tailoring services more eectively),

radical (developing new services) or transormative, resulting in new workorce

structures, new types o organisation, new relationships between organisations and with

a step change in overall perormance

(mg a 2003).

hty (2005: 28) dt ty t t: pdt t(.. w ttt t); s t (.. tx ); pt (.. dtt t t t d k ; d t w ); pt t; stt t(.. ty ; dt t); g t (.. ;dd t); d rt t (w d w t,.. t ).

p t t t d t t dtd y hty., t t d ty d t t t d t t tdy.


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CULTURE

Incompatible Complementary

Low UNPREPAREDNESS LOW CAPABILITY

High RESISTANCE READINESS

COMPETENCE

2.4 ug ot to o ot t o oto

T 3 w w t d td t y: d w t w d t t; tw ty w t t qd; d t w t tt t . ot y dy td t ty t d ty t.

T 3: v o ot oto

2.4.1 cot

ct t t t d t t :

c Kwd mt (cKm)

it

Dy

co kog mgt

cKm t t t ty t tt t d kwd t t ydy d t. T dd txt t t dt t t, ttt t t t t t kwd (r d h, 2005). T dt t t kwd d d t d tt d dy t. hw, t t y ttt kwd qt t t t t, tt d xtt ttkwd (sj d s, 2006). T d t t cKm t tt t.


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ioto

Tkt. dtd t tt k t

it Dna: c, ct , ctty, ct, ct,ct d ctt. T 4 w w dt d tt t dtd, w t tt t y t t dy.

T 4: k ct o et co koge ioto

ct d d w t t

COMMUNICATION. a w ttd, t y t d t.b t t d t fw y k kwd t y t, t t t tt d k.ad ty k kwd t w yt (bk d Tk, 2011). T ty xd t tmot cot oo Go, w , t d t sttd t t Twtt d k.

u kwd xt yd t d. T d kwdd y t CONSUMER. ct d t tt kwd t ttt , t d , xt (s t ., 2012). c t dty t ty

d t t t t d t xtt d d t (uwk,2002). ltt d httt (2004) d tt kwd t t t tt. T ty tt dy, x

ct r o ro o ot

ct ty o ed

fw

c ty udtd t idty d t dd ht tt

c ty ex w c td wdtty ad k tTk k

ct ty itt ott t dg/t dt

ctty ty gt itt nw t/t

ct dt

ctt ty o t it d jdtd jdt bd wd mt wd

ct ty st sw /k itt k
http://localhost/var/www/apps/conversion/tmp/scratch_3/Thinksmart.comhttp://localhost/var/www/apps/conversion/tmp/scratch_3/Thinksmart.com


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t d , w qk d t t dtdd qd. ot tt t d k t tk, teol c d d sto.

T t ty t ty t CHALLENGE dt dw t t . i t po sot4, x, t tk tt t , tt, t p rTt, c d y o t p s td t . it mto u , t tk t dt f ptt o t t . c d t t (k t)d (tt tt t t t ty wt tt).

ct t COLLABORATION. b (2011) tt t t d tk t t t ty ty t wt ty y wt. T qy . T td

twd t t, t d dt ky t t wd w d d t d t t ptt o ydy ty (.. bw, 2012). i y , t tw d d d t t.o eol c w w wt t t d t t jd . ot wkd wt t y, w d t t w t d t d y. utty, d kwdw d t d t t. T o Tt rt t d d tt t t t t . Dtd t tw t dt t mot cot oo Go, tstt d d D d gwy c d t dd t.

T ty t dw wd t dd t t CREATIVITY.ct d d t t tt y t ( tt t qky) w. ptt pot d x w t tk, dw d d kwd, d t w. T eb dg xty t d ttytt kwd td t wt t xt.

bd t wd d t tt t tCONTEMPLATIONt. ct t ttt t t t yt t t, d d.hw, k d tt tk; t tt t td d td ty (r d h, 2005). Tet e dtt w d t

t t t .

d

a t t ttd d t ty COMPLETION, t Deliveryt. m y, t t t t k d w d tt t

4. a t t d t uK y ttd t/wtd t .


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ct t t t t t ; w, ty t ft t (s t .,2012). W t k t ky, y t. nty t t t qtd y d sj

(2006: 106) d ty ddt wt t dt t d tt t t.

a w t t d t, t y dty wt tt d tk. ct t wy w t ky d t tz, d tt t tt tdty t d. i eol c , t td tt t t d dt t. htt wd t t t w t w dt k jd t. o ty w w t, ty w t d t t t t t t t x.

ct t d t t t . hw, dd t y t t t t. a yt d t tft t dy t, t y t td t t t d. T t ty t d wy t d t t, w t tt wy t d t t t(s, 2011).

htt (2003: 2) t tt t t tw q tt: it t t t t ttt d t t t xt. i t td, t t dt t jty xdtz t d t dy.

2.4.2 ct

W t wt t t q t t dt tt twd k t t kwd tty (gt t .,2002: 463). s wd tt tdd t t tt . W t x d t t tt w, tty d t x (s t., 2012).

2 w t dx tt wt t. T d : w wt d t t t ; w y t t wt w t t w dd; d w y t t wt t t

t t. nt d t wt t.

c tw d t t t d t t t. hw, t ttwd. p qty x d t t t t t. at t t, tt t t d t d t t tt t dtt t xtd t w t.nt, t ct idx t tt t t tyd t w t t t t t.


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g 2: cot i o t uk (ittt o cto s 2012)

ct k t t t t t t t wy. t, t t y t. pt d d t t t t tt ty. sd, t tt t. p , d t w t t t, y wd y xt d tt t t t . y w

xt t , t y t t y tt dty t t ht d sty ext. x, t t po sot t kd wt t tt t t d t dd t t. y, t kd t t t.

p d t tt t t w t t wt t. lw tt d d t wt t t. T ed Ttbt (2011) d tt w y ttd, 51 t w t t t t 12 t, w y 25 t w tt t t 12 t. T d w y

dttd 15 t d 57 t. l tt y f ttt wt t t.

Overall

Retail (non-food)

Retail (food)

Automotive

Finance (insurance)

Services

Leisure

Utilities

Transport

Telecommunications

Public Services (local)

Finance (banks and

building societies)

Tourism

Public Services (national)

50 60 70 80 90

72.2

79.6

78.5

78.3

77.1

75.9

72.6

72.2

71.7

71.4

70.1

67.4

66.8

64.9

Jul-12 Jan-12


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i t t t, t tt t t ttdt y d t t t t t. T itt d t t t t wt wd d d t d tt d d t t t d tty. T

t t t dtt qky t d t dt d t t. it t t x t t w t t txt , d t 70 t w t d tty td y t. std t d tt, yty,tt, t d tty (bQ, 2005; Dy, 2011). gd t t ty t t t. a t tdy wd td 160 t t w td y t x (m d bd 2012).nt, t y t dw t t tt t. x, w t c ct ot t ty; ty t c dt tt; t t t a dy t t tt t dty d t t d t t y t

t wt; d t tw ad d t dy w tx t wt t dty t t t ty t d wt (The Economist, 2012).


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3 deininG cOmplainTs

A complaint is any expression o dissatisaction made to an organisation where a

response or resolution is explicitly or implicitly expected.

T dt t d t t dty d, ty x dtt (bw d m, 1996; v t ., 2008; sa,2011). it t tt t k , d t, wt t wdy d dt (.. ics, 2010; bs iso 10001, 2007):

3.1 cot o (. o t)

T (2007) w t , t . ct t , w ttdwt xt tt d wt dt t yt tt(h, 1970). i wy, xt t tt t. T t t, t tttd t td t (oT, 2010).nhs c dd tt d t y t (ct o 2010). hw, td t twd t. ptt d t w t d. ext t , y t tt d t. i , xt y t td; x, w dd d t t tt. i t y gp

wk dtt xt t t wd t t q (Dwd d J, 2012).

a ot o o tto to ogto o o oto t o t t.

o to ot: o ot; t tt, ott to o o ; t t o qt; tt o t.

cot t o t t o t ogto o o o tt o q t t ot , to o oo ot.

T t o t ot, t t , too t o.

ics (2010)A complaint is when a customer brings a problem to the attention o theorganisation and expects some redress, probably over and above simply supplying

the original product or service that was the cause o the complaint.

bs isO 10001 (2007)An expression o dissatisaction made to an organisation,related to its products or the complaints handling process itsel, where a response or

resolution is explicitly or implicitly expected.


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T t t y d wt xt; t wt at hft xt, d yty wk (1970), t tt:

p ky t t xt ty y t t . i t

dtt, yt w k wt y tdd ( y dt) d t t (t) (s t ., 2012).

e ty t xt, ky t t dt,qy tty t , t ty t t(s d b, 2005; s t ., 2012).

ct ky t wy t jd qty(s d b, 2005).

T ty t xt y w t t xt t f dy, d t d t t d t k t. T

t tt w t dd t t y J l gd (2007), t.

ady, w dty tt t tt y f t ( 3).Tw td: t yty; d t tty, tty d dt d . Tw td: t ty qty; dty xt.

g 3: at o so b (2005: 264)

c y td t t t tt tt kt (ck t ., 2006; g, 2008). p t tt w xt. it t ty tt tt ty t tt t dqty tk t t. v y td ydtt wt . hw, t y td y t d td , wy d d dt. v, d t, tt (s t ., 2012).

Consumer loyalty

Intensity and

duration of need

Transparency of

service quality

Availability of exit

Consumer

-

Related Consumer loyalty

Intensity and

duration of need

Transparency of

service quality

Availability of exit

Complaint

(problems create

a perceived need

for innovation)

Service-

Related


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3.2 dt o o ot

T y wy w x y t t t t

x t t t, twd t . my t dd(s t ., 2012). ct y dt d dt t t t tt d qky t t t , t x t. T t t t, d t wy w t dd t t .

lt t d t tt dt wt t t t . W wd xtt t t dd t wy. W t ky t ty ,t tt ty y t t t ty dy t t t . Yt t d t t t ,d t k t dty t t dtt. cy t t t t t. hw, t w y

d tt t y tt d ty t y w t yt td y t.i t td d yd, ty d kwd t. x, t T u o w w wt d t t t t.

T d t tt t t, d w ty ty ty w tt t t t. i D 2011, t sa d cdi s a t uK 2.8 , dt d t. T sa d tt t w jt t tqty k (t k tt cisa t t t) t y(t tt t ). gd t y dtt tt w qd t d wy t t.

ot t y d tt, td tt.T t y w qtty t ty y t. rd t t y tt, d y t t t dd t ty t. a t t twy tt kwd td, td d xtd ( xt w : ptt pt; Dd sty, d edl c). bk dTk (2011) k kwdd t (cKei) t ty t t d t t t t kwd.gd t cKei . hw, t x w dtt tt t d t.

T u O dtt o wo po (dwp) woto bt ct

T t wt t w dy t wty kkd dw y td t t . h t tttd t t t d , t d . T d wdw tdy d fx t tt tyddd t dtt t t t, t d y. T tw w d t t t t t d ; t t w d d dd.

h dt ty d tt y d t ty dt d t dt T u o (Tuo).


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T td t DWp t d t t d tdtt d t d t t d xty d y t d.Wt cty c ttd t t t t w ,d tt, t Wt bt ct.

Wt dt y w y t tt t t t dt.Ty w t t t Tuo tt t d t ty dt t t t dt.

i m 2012 w Tuo w tdd ed, stdd W, w t t t jt t dt. w tt t dt, t t w t qTuo t d dt t dt tt, nt i, dt t d y t t t. T t tdtt d w ttd. Dd t ty d adt s; cd s; c h; c Tx o;Dty d c s; Dvla (d y); hm r d

ct; pt s; d t p s.

T t td t d dyt. T w t d t w d t tztt. T t t tz t; t d d twy t y t dd d , y t t y k t y t t t.

It isnt just strikingly obvious; its also a ne example o innovation and best

practice, a dynamic and inspiring model o how central and local government can

work in true cooperation to achieve benets or themselves and their customers.

Im condent that others can take heart rom our progress and start work on their

own innovative projects, sae in the knowledge that a cooperative and willingspirit does exist within government, and that any boundaries and prejudices can be

smashed with the hammer o a great idea.

mtt bgg, pog mg o TuO

T t t tz xtd t tt 66 t xt ty, w t d t w 192 t d.bt t tt t t dt dt.

eol c: seQOl, so

T dt w w d dd d t k twt d y t t d . T td tw t tk t t. T t d d t wt t y d d tt t w t t .T w wt t t/tt, w w jt d t . uy, t, t d t td .

T td d t t k t t d w t d d d jd . T td d t w t wd t td wt seQol, wt wd k t

dt tty. T kwd t d t d t d t t t y, w t d, tt t d d y ttt tt. cty t


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t wd. nw, w t t t wd wy, t t d t td t t y.

T t kd d t d t

d, t t t tt d t . p ttd t t t y t d t t w t d. Tqt w kd: y w t t, w wd y ? T d t t wt t y y tt d tdtt t d t d.

t, t ty t d d tk w w seQol t wt y w. T t tt t, tk tw t w t t w t t t yt w t yt. T xt x t ddt tt ddd t, d t d.

d sto: dt s dot ct, stg

T dt dt w y t . sdd t, t d t t x d t t, d x t t t ty t dt t y dt t y t t . T d wt t DvD y t Dt s Dt ct t t uty st d td t t k. o 1,000 k dttd tt t nhs std. a t 1,000 d, t d , t wt t dtd t d dt. a d dt t k, wt tw ddt t dd d w dtt.

T t t x dd w w ttd yt ty t d t tt t wt dty.h t wt t Dt s Dt ct d t t dt . Dd sty ty d td dt t ty, d t . T y t tt d t t t t dt t d t . T d d t t d d dtd wt tttd d y twt t t tt d yd.

h dd t t t, t xt t d wk wt t w t d t.


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4 a cOncepTual ramewOrk

o t wk td t w 4. Twk d t t td ct 2 Dy, it dc Kwd mt (cKm), d tt t dy ttw t. it w w t t, wt d d t t t cKm dw t (t t) t t t t, xtt d d; w t t d , yt ttt.

O ot o o o

...tg to, ggg t og to ot t oog gt

... to ogto to ot oto t

...tt to t oto o o to, otto o

... t g , t o ttt

... gt f, to, o oto .


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Delivery Innovation

Innovation Inputs

(Other Prompts)

(Other Knowledges)

Innovation Process

(Re) Invention

Exploitation

Diffusion

Change in?

Values

Systems

Attributes

Innovation Outcomes

Many/few benefitBig/small impact

Added Value?

Functional Price/costEmotional Social

Complaints

(big/small stuff) (high/low volume) (many/few contributors)

Consumer knowledge management (CKM)

Source ofdissatisfaction

Listen

Respond Engage

g 4: a cot o o cot ioto

4.1 cot oto t

p t dd wt t dt d tdd tt q

y, t tt dd d. cttt dt wt t y y q t; ytt, t t t d d y q tt. x, t d t mot cot oo Go, t sttd g d t stt d t d t adt D . Tdd tt w t t t t tx xt tt.

T t t t t tt d t (. ldt, 2011).s t y t t , w tt, t t tt 50,000 tt, t y y ttd qty; ty y tt , tt, t t tt 5 tt, t

td dd td tt y y.


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s t, t eol c , dty w d td wty y t d; t t dty w d d y td t t w t t t . T t dt t, t ptt pot, w mencap

d ; y t t t w dt, t t po sot.

4.2 lt, egg, ro

ct y d t d t cKm tt , tyt, , d ty (dtd b, 2011). gd t kytt t cKm (s, 2011). it q t w d ttd, w t d wdy t t (bd, 2000). T w dttd t t tdt d tt d t

tt d dtt kwd tt tt t t.T ho dg pot d x wt d y t ty t w d dt x.my t . it t tt d dtdt ty t d ty ty t t t. awpk ht d W b c td t x d d kt. T t t tty d t td t t t t.

T xt t t cKm q d t wt t,t t t d t wt t kwd , yk,ttt d d. r t t d t w y t. bd t t wt t ttt w ty t t t .

4.3 ioto o

et cKm t t t t t :

ito t d t dd td y t;

eotto tt d t t; d

do wd dt t t.

T y q d t tt t t d t. Dd t t t t, ty y d t , yt d t, ttt.

p t wy y t tt d t . Yt t w ty tt t d t twt t w. D tw d d t d t. i t t t, d y dy t t t t t wt . T t t wy t t yt d t tt t t tw dd.

i t t po sot, t dd t tt t t wd t t t td d d t .


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ct y d t yt d t. t ., (2012) tt t t yt y tt . nw d d y tdd t t wy t d. T y td y t d t tt t d t d tt t

dy t. i t d sto, t t d t d tt t t ttt dt. i t t o Tt, dttkd d d t dtt t tt t t tt d d.

y, y d t t ttt t , wt qt t f kt . Tw tt d t tdt t t twd ttt. t, dd y d w ttt t tt. sd, dd d w ttt t tt, t y d t w w t ttt dd. o eb dg w w kwd t tt w t t

dtd.

mot cot oo Go t t sott oo o

T ty mt d tdy d t fd t .Ty w d t t , y wt t tt dd tt ty, wd t d y td y ttt x fd t . lk t d j t fd. l dt w ty d t cty d r g wt t t t stt d .T g w t t t y fd w t tt fd.T d t k fd, dt w d t dt d k, t, d ty t c d d t kd.

T d t k, ttd dy tk t dtd t t t w. a d mt w dd t t dtd wy fd t . Twtt t ty tt t sepa fd w t t t kwd t t d d t ty ky t.

p w d kwd t tt t t

tt. et t t dd, ty, d t dt t t t . T ty tt 2010, d , xt d d wt t l c(D d gwy). T d x tty wk wtt ty.

We help communities to put in place a holistic support programme to empower

individuals to engage with the local authority, Scottish Water and the Environment

Agency. Forty people have adopted a drain, demonstrating eective engagement

with the local community. It is important to conront the issues and ocus the anger

to develop creative solutions to the serious complaints and rebuild condence.

Peace o mind, building resilience in community channels ocuses on peoples

experiences and changes their mindset its a totally new way o thinking.p h, dto o t sott oo o


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T ty t ky t tt t t y d qty. e t t d t t t t t k fd tty. T d t t t t tt

std d t tt id d ed.

ho dg pot: ao p hot, w boog co ho l

h lk tt tt 70 t dd t k t t tt, d t t d t tt d t t t t t nhs.

h tt w dd t wt tt t, t t t, d d d t t t nhs.Ty d t dd t t tt; d d t d t d d t t y d. i xt , t d dttd t t t 36 t y.

h lk wkd wt t t t wk t t td t d t d. Ty t tt t dt d d t t t . Ty dd t t tty t k t dtd .

aw pk ht, t wt W c, ttd t w t.T kd t wk tw t t, ttyd t t t ty xty . Tydd ht D pjt d td k wk t dty t t t tty d d t dt t. Tk wk d dt t tt d t t td. T pjt, jty dd y nhs W d t st pt t W b c, d t t d t t k y: tt td d y d d; d d t tw tt d t tty; w t tt; d d k tw t t, ty t d ttt

.

w t tdt t t t d wt t y td:

There are many challenges or homeless people making known their dissatisaction

with services; their expectations may be low, they may lack condence hospitals

need to take a more holistic approach and embed these links into their processes.

h mt, po mg, ho l

aw pk ht tt tt ty 45,000, d t dt dyd d, x t tw a d st 2011

27 tt w, / , wd tyd d t t .


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4.4 ioto oto

T t t t t d t t t

t tt td t. W td tt t t xtt t w td t t t, t xtt t w w y t(. ldt, 2011). s, T u O, t d y t. i t, eo l c d t mto u, ty w t t t t t . i yt t, t po sot, t y ty t t y t. i t , t d t dt tt d d t .

W td t , dd wdy . a y t d w ddd tt d t t . a td t wt ty

t t t tt y t t t. ptt pot d x w t d. T pt w y dd wt dt. hw, t d w kd t t t nhs. pt dd t t wd t dt.at d x mot cot oo Go, w t dtd d t t t t tt std; d t tt id d ed.

4.5 a

o w w td t d t dtd tt . T t ddd ttwy: , t, d t.

ty tt t t txt dty tt.T y d t t , d y . ctd t w w d t t kwd td t t t d ty y.T T u O xt x t t tt dt t . T mot cot oo Go t dt wy t . T w t d y dt d d t t d yt d t t t fd.

t td y t wt t d tz.ctd t y , dty dytwy wk. T eol c d ptt pot xt x w tz kwd xtd t dy t tty .

ctd t t t . Wd d lt(2010) dty t wd t ,t d tt, d t w dd d t, t d t t. ct d t t twd q t. T mto u ty t

t t t y t wkd d t t ty. i t , td t d dd t wd t.


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T t t d, ft t t, , dtty, ty d (m t ., 2007). ctdt t dd qt t t , t t tty. T T u O, eol c, ho

dg pot d o Tt w w d w t t tt w t t wt . a s (2011)w, k t wt , , xtt, d d t d tt t kd t w dtd t t.

T txt wk td t t dtd w t d t d t. Wt t wk , t w t tx dt w t t, t d t tt t.


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5 eliciTinG cOmplainTs

5.1 Og o ot

c tt tw d tz y (..tt td ), d (.. ) ddt (.. t d)(s t ., 2012). o t tdd td (s t ., 2012).

ct y , y y, wtt. Ty d dty t t td tt. Ty ddty t d , t, twt; dt td xmystt ptto (adx 1); dy t ctz ad. ct t d: t dty tty d tt ( f); dty t (adx 1 dt). ct dt .

nw t , d t wy w tztt wt . i Wk, w t t td, t d t tt d w tt (bw, 2012). hw, t t kwdd tt t t wt f. i 2010, c d tt t t wy tt wt w (48 t ) d t (46 t);

y x d d wt. Tdt td t t t w t .

ctz y t q t t . o t tdy wtt d 30 t y ty wd t ty ty wd t td t (s t ., 2012). at tdy (ty 2011)d tt 20 t d t d, t t y. c d t w t y. it d w dt wt d t . T w q dt t t wy d ttwt .

cot g: o o o; o tt;t to o o t tog o o oogto; o ot

cot o t . n toog og o , gg t tz tt t .

T t ott o ootg ot oto . i t t g tg o g t o og togt to o og o g.


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5.2 T t

e wd tz y t tt t dty t d;

w ty d , ty y tt ty t d t ty dd.i t t td t y t . T td t td t t dt t ty t dd wt t t d t tk t t t tw t .

p t d ty ty t d dqtd d. od y t dt;ty t tt kwd t d tt y d tt t .

od d t td t tt d t w d td y y;

dd . a w t dtt ty d t t t t (spso, 2009: 2).

p t d t k tttt t yt t (g, 2011). T c d c t (phso2011) dw t x t nhs tt t 65 d t y. T t tttd d d tt d td t t c td y t nhs cdt, a uK d t l gtat. it t, D Dty, ddd t k t d (c dty d 2012). it d j t t tk t td . T w ht sod, D J m (phso 2012) td t t dkd t t t wt wk d wt dd.

i d d t t d d t y ky td t, t d d t t.

T 2007 c rw t ty d t d d std dtt y ty wt t d, t dtt xt ty tyt t. h w w tt tyt t ft t d tt. c d tt tt w y x d t w t t w tw dd d td. i x td t t, dd w t t t dt dy t d t t ttd

t t t : () nhs, () c c, () t dd , () d ( gmc n md c) () tpt . c dd t tdt tddd td yt.

T c rw d t t t t d std.T ct stdd atty (csa) w td t d tddd,d t d d. i t td d: td d t w dd tt t t; t t t tty t y y d tk t t w t; d t d t d d t; d dt t twk. a w t wt dd t

t t d, d t d qt d t csa qd (mdd, 2012).


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ot xt d tt y d t t d:

. s tt t ittt c a (ittt c a, 2012).

. ady d ctz ad bx. ctz ad d ctz adstd d d yt t d t dt t tt d t tt t (ctz ad std, 2012).

. c t W? d c tt y t d d t t.

. rt ogem, t c c d t gmc. c tyqt ty tt t t, t wdyd tt wt t d t d (.. hd t ., 1999).

Td t tt t td t . i t ty xt wd d ty kwd tt t d . T t x t t po sot. ity, dt w d y tp d pt od. W t dt w t td,t p r Tt tk t t t nt c c, t sttc c d t W c c. T td t k t t t t, o. at t w dw , t t t t d t t tt d t .

ptt pot: lg dt iqt

T Dt y d t x wt dtydd nhs . T w t tt w t t d ttt, wy ty d dd. Ty d m ; t d t w t . h nhs dt Tt td, d ddd t tt wt dt. ptt td ,: wt t d t ; y ; t y t t t t t kwdd.

w t tt, ptt pt w tdd. T pt

a4 dt tt d t tt t dd tt . it t tt tt dd d d k t d tt tt t xt w tt dttd t t .T pt k t d tt ty y t t wkw t t t, , ty ky wk, t tw kw t t, d t t. it d ky t t ddt d dt tk, w t t dtdtt d d d t .

T pt w d y ty tt w dt dt t tt t d y, y tk t t. x, wt dt, t d, q dy

t t tt t. dk tt, dt y t. ptt k t d kwd ty dtd d td , t t d.


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T Tt ty wk jt d a t at tt ttdd t wk t wt dt. it k t t t pt tt d y t wk

wt . T t t d , tw t t d w tt t. Wd t ww t t t ddd wt t iT yt.

po sot: po ro Tt, nto coco Oo

a , rd D, d t t p d pt odt t t y w t

x t qt y. T d t td t t t , ty t t w t t t t t d t icTtd d ty. T t ddt t xt xty t t t tt; w tt t t tt d t t d w tddt .

T od ttd d d dt. Tw t td y t p s. T p r Tt t tk t d kd t nt c c, stt c c dt W c c t tt. Ty tk t t ow dd tt t t d dd. a t, t t std, ed d W ; ty w wt y. a w t dt t t , t wd t:

Prisoners are able to make more regular and longer calls to amilies and support

systems outside the prison service. This has made a huge dierence: emotional

support, especially at times o distress or those with mental health problems and

suicidal concerns, so in eect this provides a saer environment or prisoners. There

is an implicit eeling that i prisoners are happier, then lie in the prison will be

calmer. There are also social arguments around amily contact and support being

important or reducing reoending.

coo, T po ro Tt

5.3 etg ot tog gt toog

T t y t dy t icT d tt dt, fx wk tt d dt t t wy(ct o 2012). it d tt t dtd d qty, td (.. ct o 2010).

T t y t t t t tz t t , wy tt d tt t t

(s it 2012). Dt ty tt td tt t W 2.0 tt t d t t, k d d (o, 2010). it t d d t :


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w tt, w tt d kwd t t; td d;t t d, d t (mdy, 2011; Dd, 2011).

a d ky t t y t, w t

d t dt t t t tdt . Y ky t tt wt t y (c 2010). i tdy 16 t 24 y d, t w t ty d t t t dd t d . s dd t kw w t; kd d t k t; d d t wd t d yt ty dd (b t ., 2002).

c tt ty t t t; d ty t t d d. sxtyt t w twk k w, d50 t w dk (nw 2011).

T y x t t t d tz kwd ( adx 1). a tt t uK t xmy stt wt, w tz t d t . ctz ed w t y p, t btbt a ty tk t, t t t t ty d d t t dty t tt ty . nt ay , d rt it, w t t t k t, tt d t. i ttd bt, us, t stt b add a tk dt t t t t t tty, t d d ttt t tt. u t t t twtz d t; d k t x tz. W t t t q t, ty t t t .

my tt dd t w wt, l lw db c Dd (2012), w d d nt t xtwt dt. otd (2011) tdd ptw t t t t t d . T dt td otd t k td. ot tt t, nhs c, d t ttz, d t w t .

a t tdy 78 tt d tt 96 t k d, wt t t 4 t td t . hw, t jty (t 70 t) t y wy t, t tz t, w,d (lse 2012). T tty dy d t qt (siTm, 2012).

my t t t t t t k d Twtt (Td 2012). s t t wtt t k t t (b 2010). ldt (2009)t tt d t:

become organised in new ways, at low costs, without many o the paraphernalia o

traditional, hierarchical organisations(and develop) that capacity or collective sel

expression and selorganisation creates new options or us to become organised, to get

things done together in new ways.

(lt 2009)

my t d y tz t.

ptt o x tzd t, t t j d k t d. T t w


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t t, t td t tt dk. my td tt w t d d t ptt o. s nhs tt y d ty w w t t t t t . ptt o t t t

d t t t tt dk (ehtid 2012). Tw t t t (mto u d o Tt) dd tt wt ptt o.

at x t t rt y gp . mk btt w dtdwt gp. W ddd t gp d t dt t t ddk t t gp t . bd t Tad t yt t, d t t t , td tt tz t t t gp d k d d (eht id 2012). m d t t dt . x, t gd c gd t d d t d d d .

mto u: ptt Oo

a ddt d t td t tt t ptt owt. T t dy , d wt t ty, ttt w t t wtt dt t wkd. T d d q. ity, d dd t d . hw, t tt ptt o td t wt t t. sqty, t t w d dy t td ty. T d t dtdt ttd t t mdy . T d t t t t d t tt w d d t wkd ty y.

ad t t ceo ptt o, t dtt w the transparency othe web can get people to act.

o Tt pg to io: ptt Oo

ptt o tk t rt t wt d t t

t tt wt t d t t ttwk t d t tt x d t. a t, 52 d d t w ty wd d t . T dw d ptt o d rt c wt. adt t ceo ptt o, t transparency o the webd tt td micro social movement xtdd d.

T t wd t d wtt dt. it qd: t t t; tdt y ptt o; d t wk tt. T ty t d t w d w wk y ptt o x, k t y dt k t d d tt t d t d t

t. T Tt ty x. hw, t dt ty t d t ty t tt.


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5.4 Ot ot o to tg ot

o d t tt t d t

t. hw t d t ( adx 1). i d, ty t t td t t tt t . bd t t, b cty c d t t t t wt tt tk t d I wantmy money back. i id t ctz rt cd tz t d dk b d. i Dk, awy wt d t tdd t t tdtd, y d dt d y tddtt .

i t ld b rd, t Y d: w dd tt tddt t t t t . m t wt t t t ft t t d t

t t t . a t t t d wtt t .


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6 acTinG On cOmplainTs

6.1 ug ot to ot oto

sy ty t w t t d t t. it t d t, ty d t td t t t t, xtt d d.

T ittt ct s, d tt wt k xt xt (dwt k ) kd t w w t d wt dt. ct d t t d, dd dd; t y w tt t w w d d t wt (ics 2007).

ct d tt t dty t d dtt t w (b d D 2002). Ty d ky t (b d D 1999) d dty t d t. T t ho dg pot t awpk ht, t W, t d t. T d tyd y t d t t w d y .

p ky t ty t t w td .T t t t t t t; yt dt t t d t wt t t d t d t dtt t t (ncc, 2004). s t t t t, d wt t ty (o 2010;

ht ctt 2011). my (2003) dt t ft tw t tt d t . a d t t t t x (ht c, 2007). T c t od at t t ddt wty t y x t (Tyd, 2012).T w ct W d ddtd t t d wttt t w t t , w ty dd yt .

o , et e, dtt wt d wd t. T c Qty c d t t wt dt t wk d t t t d t .

T dtd kwd t t t t t t t k tt qt d t tt t d . T ddt, t t t t d d, k tdt tdd .

i t to oto, ot to ot to t ooto o o to, otto o.

cot o og o t oto o ,ooto to t to to t, o ot to oot tto o to t.

s ooto t o tz g ft t tot o o t ooto o.


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T eb dg d t x t w . c d tt t dd d; dty t t d d t yt w d wt y ,d, ttt d t t . T lt d Dt

hd d nk c c d t kwd tt t d t. t tt w ty d x w t d t t t tk tt d t td y t d.

et e: c Qt coo (cQc)

ext t st Wt tt wt dt d t w dk t cQc wt t t dy t t t . Ty td tt qt w d t dt, w w kd t

t. T t, d wt t t ttyt t y t t d dt t ty d tmt cty at, d cQc t t k d t t . T t d tt qt dd xt d t dtd kt t t. T d t, dd t d w td. T t d tt d t t d t d t d tt kt w t . T dd t tt t t y,dty, , ty, ty. rtt, t dt w ty d d t t t t d.

W t cQc d t tt dd t, t d wt x t, t t d ext y ex t t d t . T at Ttt w x t y t . T td kwd t t t k t qt d t d y dd t t t. T t d t t t cQc wt t k t . T td td y t. o t ty, c st, w yd t ext y ex. ext ttd t, tt dt t t d tk t tt tt d t t t cQc.

T w d 300 ext y ex. i t wd :

Who would have thought it? My view about what I think is being respected andtaken into account. Ive had opportunities to be out and about visiting lots o

dierent services, and sharing my expertise.

eb dg (ebd) lto dt h n c c

o tt t t lt d Dt hd d nk c c dd x d tt d . s t tt d td

t t dt wt d d. Dtd t w t y,dty, tt d d t . T d t d t t t d dt. ot tt d d x.


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st t d dtd tt dtt wt t . ebDw t t tt t , wtt d d t j.ebD dd t tt t t t , w w wtd yt d t tt d. T t td t d t

t d d d x. T t d tt t d t t t t tt d. ebD w td Tt t tt ed. T t t dw, t t t dtt. a d wtd t c c, wt y tt t t tk twk d t kt d ft. s t tdd d:

Qt f

ottt tt dd d d t tt qky d t.

lt w tt t t t t t tt d.

ptt ty.

rw t d t wd d w tty k.

extd t t tt t ttty tt.

a tt o tt t

nw t t wd, t d w dy tt.

nw wt t t wd, k t tt t d kt t d d t.

Ddtd qt t t wd t t tt t d t.

eb dg xt x w t t d d d t . it t wk t tt d. ad t tt tyt, J pk,

t t t t ttt t t ebD . Itsthese emotions the way patients eel at certain points o their care that lead us

to the hard improvements, many o which we can do quickly and at little or no cost.c ext st rd dd: We can now point to more than 40 realimprovements in our head and neck cancer services as a direct result o the EBD

work. Thats very exciting.


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6.2 coog oto

ct y wk d d t t d,

dt t t t d t t, t t t t xt t d d t. i t d t d dt qt t. x, t eol c, d sto d ptt pot d t, t dt. rty t t wd, t t dt d t wt dt ty w dtd t d . T qt t dt. i y w t ty , t ty d t wy wt t d tt t t tk t t. Ty wt d t tk t d t y t t d td t wt ty t y. Tt d t dt, t t. u w dtdy d t k t y t , d t k tt y qt t d t dd.

i t , t mot cot oo Go, t d dtd t . T tt t d t y ttd y t dd t d t. hw, t y ttd y t t dt, w d t tyd ty d . sy, t et e , dt d t y ttd y t yt t d t . hw, t ext d td tt ttt t t tt wt d tdt.

s dt dd t t t t tk t dt . T nhs ittt it d it(2010) dtd t t ky t k t tt d, tty, tt . s t ., (2012) t q:

s d tt dt kwd d , dtt t w dt t d tt tt.

T tt ttt t t k t wk, t t d y wt t dt kwd.

p t t tk t w ty tt wt tz. st,d d tz t t w t, t

t t tt q. hw, ty d t wt tz t, t dt t t t t t.


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7 valuinG cOmplainTs

7.1 vg t og o ot

b w t t t d wt t q t t dt d twd tt t kwd . Yt y tt t t, k t t t w d dt.

s t y f t xtt d tt wt t t.cty, t d t tt ty k t t wty x t . T k t t w tk twy t t w wt d. bt t .Tt tw d d t .

a htt (2003:3) t, t d t dty d ,d t w, t t , ft. at t t t twdt. nw t t w z tt t t t. o, stwt (1996) t t, t w y t t t w.

et (2000) t tt t t q:

lt d t kwd td t d.

e dtd d t t t t d dd .

l t t d t x.

a t w d t t.

a t t t d t t qty d k t (. syty t ., 2007). bw d m(1996) t tt t t.

a ky tk t t t wy t t t. ct d t dt wy wt t t dtt q t, t dtt t d q dt. bt ty y k t ty dd d ddd dqty (stt ht

c 2009; stt ext ht Dtt 2002).

T ct p sty (2011: 4) d tt t dtt t d y x; t, t,

cot t ott ogto to ot t o oto.

bg g to t to gg t ot q t tt o o to o tt t og o .

bo g f oto, ot oot t too o o ogto t oto tt to g ogto .


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d wd tt d d d t. T t mto u, ho dg pot, po sot dptt pot w tt d w d t , d w y t d wt x .

ct t t t t. ptt t solace wk ftd tt t dy dtt tt t t t t y, t k ty , t d t y wtt t d t . ct w t td y, t tw t d dt t tk td t t t d. s tt wdy t t, t t t tt d t tk t d t td tt (solace, 2011). ct d d t y d wyt t d .

7.2. cot o t g

cty t tt t t t d t. W dy td tt w t t t wt t t , t t .i t, t d t ft wt t t t (s t., 2012). p kw t t w ty t. gy t ft t tw t w ty ty ttd y t ,d t xtt w ty d ttd (s t ., 2007).

ct t t t tt; w. i t w dd, ky t t t . skt ., (2005) t tt t t t d d , d y k d w d .W t xt ttt t w tz, t t w t t t w t t t t d. hw, tz dt ky t w tt d (.. kwd,k, t). T k t tty ttt. Tk t t t dt t t , d t tt t t t d t(s, 2011; K d, 2009).

ad t, t d t t tt dt t . ct t q dty t t

t tt y t td t , t t: t t ( t t t w t );t t t (t t t t t t wt t txt); ty t t (v e c d s (1993; ).

Sometimes cultural values support innovation; but culture can restrain innovation when there

is confict between the culture and the innovation. Creative management is necessary to

support the orces that drive change and overcome the orces that resist change.

(v e cog s, 1993: 46)

ct t tt d t t, t d t. x, po sot tdy w

w t p s d t dt t t d dt t . dsto td t t t. D t t tt d t Dt t Dt s Dt ct


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(DsDc). T d tt t tt dd wt t t t d tyt tt t dt d d t k t t tt.T DsDc Dt kd t t d wt t w t yt w tt t qd t dt t y d t t w w t

t . at t t tt, d t t Dt, t y dd d t tk td t. T t d wt t nhst w td, d t tk y tt t wt .


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8 cOnclusiOns

T k tw t d t tt d t y xtd. T tt d tt dwt d. T d tt tz dd, k tdd d qty . hw, t t t, dt tt d t t tt d tty dtt. T d t d t dty. Kwd dd t t w t d tt tt t d d t. ct w d tt t. Ty d t t tz t x . e wt t t t. i dty, t d t tt qd t d t,

qt d td .

T td t t w w t t t; dd, d t tt. Ty w t d w kwd tt d d d d tw , d d td t. v , t wt dt , t k t.my d w dd t d ty. it t t w d t d t t td.

T tt dtd w t d t ty t t ,w d t dty y wt ty t tdt. i t t , yt d t; t ttt;q d tz; t t? W d t d (d ) t dt ty tt t td: t jt ; t t, d t t.

sttt w tt t y t uK,d tt w t t t t d.

Ty t tt t t t. itt t t t dk tw tz d . nw t dt t t dtt. s t tx tt t t t t tt dttt. mt tt w d; t t jty t

t wy t t tz t, w d . s dd tt wt ptt o t tty t wt tz. hw, t t t, t t d tt t t wt f. m tdt t tz d d t t tydd td t.

W dtd ky t t td t:t, , , t, tty, tt dt. a t d t dd t ww ty d t t. hw, d q tyt t t , tt, ; t w t

t. it t t t d t t d t; tq t w d ttd. p d t w t


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k t t t t t ty. i t td ttt t tty , t t tt wy t kwd tt t t. T d d t tty, t t d w t t, tt

dy d k t t . utty, t q t t t t t kwd tt t d t y tt t t t t, xtt d d.


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9 recOmmendaTiOns

w t o ot ?

W d ky wy dd t w t d :

1. k g o o o ot (d t wy t d).

2. u toog to o o to ot (k t t ;d t t t t).

3. cot t g tz o t ( tt tydtd w t t dt wt).

4. l o ot t og ot o o tg (t d).

5. io ot o t oto o ot (t tty d tt t t d t, d tt ddtd ).

6. l t o o (tt d dd t t t td t d t t d t tty d t k).

7. G ot t t o t to q o ot to g oto (d tt t t qky).

W k dt t d d wt tt t dt :

Got

itd ttty qt t d dt t.

cdt .

e tt t dt dd d t t dtt .

e d t t tt tt.

pt pty tt t dt t t.

O ogto gto

e kwd t t.

add t t d t dt.

u ty tyt tt.


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ct t t t t t t.

ct t .

s o

so l: t t; t d dt; t t; d tty.

mg: t t tt t; t d wt t t k t t x tt.

cot t: w ty t k t t tt; t dt t tt t; d t wt .

coo: d t d t wd tt; d d t.


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appendix 1

iot o g ot

uk

ptt Oo w dd y p hdk gp sd w wtd t kt wd tt t t nhs. s dd ptt o wy td tt t t x, d y t t t . a t w t. it t t t d t t t tt dk . c t p btw d t jt t t tDtt ht vty st itt p 20122013, w

td 6.8 t 50 t.

s: .ttoo.og./o/q #Q1

..o.///7610/ttootooo

ht uk

T nhs ptt cg kd y 1 d ww t t dt t dtt t tt:

D y ttd tt x t yt tt d tt t y.

ct wy ttd t.

e d d dt t tt x t wt d t.

D t tt yd t t .

ptt y tt ty t t x t d ty. n nhs t tt t tt t x t t tt y t.

T x t d t t tt dk, kt d tt dk, t t d t wdy .

s d t wk tt, d tty, wk wt tt d tt tt x. T tt t d d t wy dd.

T nhs ptt dk c dd t d wd t w d t w dy dt t x d t t t d.

s: .ttt../oto/__oto/_tt__g.t

.ttt../ogto/ot_/ot_t__ttt.t
http://www.patientopinion.org.uk/info/faqhttp://www.ehi.co.uk/news/ehi/7610/patienthttp://www.institute.nhs.uk/innovation/spread_and_adoption/nhs_patient_feedback_challenge.htmlhttp://www.institute.nhs.uk/innovation/spread_and_adoption/nhs_patient_feedback_challenge.htmlhttp://www.institute.nhs.uk/organisation/about_nhsi/about_the_nhs_institute.htmlhttp://www.institute.nhs.uk/organisation/about_nhsi/about_the_nhs_institute.htmlhttp://www.institute.nhs.uk/innovation/spread_and_adoption/nhs_patient_feedback_challenge.htmlhttp://www.institute.nhs.uk/innovation/spread_and_adoption/nhs_patient_feedback_challenge.htmlhttp://www.ehi.co.uk/news/ehi/7610/patienthttp://www.patientopinion.org.uk/info/faq


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nt: eo

btbt : ctz ed w t y p, t btbt . at tt t tt d t xd, dt

t t tk t, t t ty d d tt dty t t t ty . a t gps d t t t xt t t , d ty wk wt tt ty d t dty d t .

T t wd , k dwk tt yt (w w y d y t t t tky d tz). cd wt d t y wt,btbt t y t x d w dt t wd t t t tt d t ty ttt.

bd y wy t d t dtd t, ty

t t w t t t, d w ttqk dk t t tz.

s: .g.o/got/tt

.tt./g

i: bgo

T pac t yk t tt t wtd ty y k tk t b ty j d d t t t tdqy, y dtk y.

T j t t pac t ttt ctz rt cd (crc)yt b d w tz d dk t qty, y d dqy d t ty wtt tt wt d (p 2006; p d sk 2000).

T d tk d dt y d qt. T t w d wt t jt : () dtttt tz dk d d t t t d d t t t t t t dt t; d () t t t t tt d xt t t d d t t

qty d tty.

s:t..o//q/do?=10506359&g=188

d

d ml t tt t k t tz ty dty, d t t wt t tz d t.

T D t awy wt t rd T t t tz ddt t t t t d.

T td y tz t t tt tz x t t. p wt wk wdd t mdl w w twd y D t tt wt t y d t d awy wt t rdT.
http://www.springwise.com/government/buitenbeterhttp://www.buitenbeter.nl/englishhttp://localhost/var/www/apps/conversion/tmp/scratch_3/site.ebrary.com/lib/qmuc/Dochttp://localhost/var/www/apps/conversion/tmp/scratch_3/site.ebrary.com/lib/qmuc/Dochttp://www.buitenbeter.nl/englishhttp://www.springwise.com/government/buitenbeter


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T t t awy wt t rd T t w w t tdtd d y d dt d y tddtt d d . T jt xdd d d td y t .

s: ..///tttttottgot

uk: ro

yo s: w d: a w tdw t t t t t t t . a t td, yd d d , t tt t d, t qty t, w d dt. ptt dtd, t t d t t d t t .

st k w dy td y d ddwt dt. ly Kt, ct ad r d p, tt t y dd . They make you stop and thinkabout things rom the customers point o view. They also encourage innovation by

allowing sta to suggest ways to improve services. The councils complaints panel is

an excellent way to spread the learning so that something learnt by one service can

be implemented by others.

i a 2010, w ct mdt w td wt x t t:

ro q x, t d t y tt.

Gt t gt ft t x, t d.

b ft x, t qky t d t t.

b o , ttg t to ft x, t t

l o o ot x, .

e qt tog o ot w y .

T d t tty d t t d ddd t wd.

s: .o.go./o/o_got__o/o/oo/ot/o___.t

uk: s

a O st r d dty t d tdt t wt d . T kkttd t. Ty kt t d t t, t t ttt t t jt. T dtd ddd t t t:

ctt t t ty t.

Jd tk d , k yd t dt .

Ttd t t t t t.
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i t y t x vtk. it ctc d t d t d tt w t ty. K d KtK tt: Wouldnt it be antastic totake this expression literally and organise a real Complaints Choir!

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s: .oto.og/to.t
http://www.complaintschoir.org/history.htmlhttp://www.complaintschoir.org/history.html


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uk: loo

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These clauses are totally unacceptable. Doctors who sign such contracts are

breaking their proessional obligations and are putting patients, and their careers, at

risk.
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uk : eg

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e t t w d t t t d d dtd tt t tt w d t w d w d w ty d.
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p btw, t d: The system or care providers is largelya private market but it doesnt behave as one. We want to take the principles rom

schemes like TripAdvisor and Which? reviews and make it much easier or people to

be able to shop around or care and make wellinormed choices.

h d t wd w t k , d t k t w , t d t t t tt,d d. m btw d: It is about bringing together rich sourceso inormation and putting it all out there the good, the bad, and the ugly.

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s: .tg.o./t/t/8948294/rt ogotTaottgtooo.t

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uk

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Residents have embraced the new selservice site and the number o inquiries has

risen 400 per cent while contact centre interactions have been cut by 50 per cent.

Residents appreciate the ease and convenience while the city is delivering enhanced

service and saving costs.

s:tt://..o/g/gottotz/totot.
http://www.telegraph.co.uk/health/healthnews/8948294/Ratehttp://localhost/var/www/apps/conversion/tmp/scratch_3/-your-grandmothers-care-TripAdvisor-style-ratings-introduced-for-care-homes.htmlhttp://localhost/var/www/apps/conversion/tmp/scratch_3/-your-grandmothers-care-TripAdvisor-style-ratings-introduced-for-care-homes.htmlhttp://localhost/var/www/apps/conversion/tmp/scratch_3/blog.thefutureperfectcompany.com/2012/02/18/goodhttp://www.goodcareguide.co.uk/http://www.ico.gov.uk/complaints.aspxhttp://www.cityofboston.gov/DoIT/apps/streetbump.asphttp://streetbump.org/http://www.kana.com/lagan/government-to-citizen/customer-story-amsterdam.phphttp://www.kana.com/lagan/government-to-citizen/customer-story-amsterdam.phphttp://www.kana.com/lagan/government-to-citizen/customer-story-amsterdam.phphttp://www.kana.com/lagan/government-to-citizen/customer-story-amsterdam.phphttp://streetbump.org/http://www.cityofboston.gov/DoIT/apps/streetbump.asphttp://www.ico.gov.uk/complaints.aspxhttp://www.goodcareguide.co.uk/http://localhost/var/www/apps/conversion/tmp/scratch_3/blog.thefutureperfectcompany.com/2012/02/18/goodhttp://localhost/var/www/apps/conversion/tmp/scratch_3/-your-grandmothers-care-TripAdvisor-style-ratings-introduced-for-care-homes.htmlhttp://localhost/var/www/apps/conversion/tmp/scratch_3/-your-grandmothers-care-TripAdvisor-style-ratings-introduced-for-care-homes.htmlhttp://www.telegraph.co.uk/health/healthnews/8948294/Rate


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uk

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s:[email protected]

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appendix 2

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..k/t/dt//hospiTal_aDmission_anD_Discharge._reporTd.d
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c st 6

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www.dt..k/t

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c st 10

ptt pot: lg dt iqt

www.t.t/J/2012/04/27///t/080205Dat.d

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pg to io

www.tt..k//q #Q1
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a (std) b (2012) ctt y mt mt msp, m t ctstd r, 29 J 2012. stt pt.

ad ct (2011) a rt 2011. () a : tt://dt.ddt..k/kd/ddt/t2011w.d .(ad 12 at 2012).

at, s. (1968) a ldd ctz ptt. J t a ittt p.35 . 216244.

K, a. T. (2012) o ext/t t t w. () a :tt://www.tky./dx./oxt/tttw.t .(ad 7 J 2012).

adt c (2007) s t t, t . ld: adt c.

a, p. d sdmt, b. (2007) pd jt d t x t.itt J s idty mt. 18 (5), .450.

bk, p. (2012) gd a c. () a : tt://www.d..k/y/tt/2012/y/30/d (ad 7 J 2012).

bw, J. d m, c. (1996) a ct i gt. u ct dk stt T.s , ca: bttK p.

bw, s. (2012) mt- t t. p t pscs . mt c

ct ctt stt & c st t p st. ld.

b, c. (2010) ld p st it. ct tt ty. bt: tpy p.

bbc (2012) nhs 20 qtd. () a : tt://www...k/w/t-17541803 (ad 11 at 2012.)

b, 2003.

bk, W. d Tk, a. (2011) ct kwd d t ty: t . J Kwd mt. 15 (4), . 648-674.

bt, J. d Tdd, J. (2012) p st it. ud.

b, g. (2011) ct d cct, nw pt mkt d it. nwYk: s.

bd, m. (2000) T mdzt d it gt d p s:ctty, ld d c. p my & mt. 20 (2) . 41 46.

b, r. J. d m, J. s. (1986) itt ct ct . i: lwk, r. J.,sd, b. h. d bz, m. h. (ed.) r ozt b. gw c T: Jaip. . 289319.

b c Dd (2012) b c Dd. () a : tt://dd..k/ (ad 20 Jy 2012).

bis (2011) t d t uK t y. ld: Dtt b, itd sk.

bdtt, D. J. g., g, D. h. d Wt, r. g. (1993) T t d jt t t wdt d t tt. J rt. 69(4) Wt, .399428.

bdtt, D. J. g., h, D. J. d Tx, s. s. (1997.) T t dtt, d, dtt jt tt . J rt. 73 (2), s, .185210.
http://armedforcescomplaints.independent.gov.uk/linkedfiles/afcindependent/sccannualreport2011web.pdfhttp://armedforcescomplaints.independent.gov.uk/linkedfiles/af

grumbles gripes and grievances

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