Action points arising 2011
Notify member at outset (once consent received from complainant) and send copy of complaint On M1 form, amended question 9 to say “We aim to respond to correspondence within seven days…” Explain to members why complaint is sent to home address and not employer’s
Inform members and complainants whether there is or is not a right of appeal once a decision is made 2012
Review complaints handling leaflet on introduction of new IDAR Inform CILEx that members have expressed dissatisfaction with level of support available from CILEx
Take customer satisfaction feedback into account as part of development work of new IDAR and Fitness to Practise Manual
On C1 form, reword question 20 to say “Did our report provide a satisfactory summary of the issues?” OR remove this question as the answer is dependent on whether the report agrees with the complainant or not.
Produce individual feedback forms for different types of decision to remove anomalies in the forms: • Rejections – complainant only
• Determination by consent – member and complainant (where applicable) • Rule 22 investigations (no complainant) – member only
• Referral by PCP to DT – at this stage the investigation ends and proceedings begin, therefore is appropriate point to get feedback about investigation (present form not suitable where there have been DT proceedings)
Consider reducing number of questions: a shorter form might prompt more responses
Consider need to send equality and diversity form with survey: however, additional questions may further reduce the number of forms returned
The forms are a mix of questions about service and policy/procedures: consider separating these and emphasising to members/ complainants that feedback on service is distinct from feedback on policy/IDAR or the outcome in the case. Consider whether IPS wants feedback on policy/IDAR or simply on performance of case officers.
2013
Ensure that complainants are fully aware of the outcomes that can be achieved. Amend standard letters to make this clearer Ensure that monthly updates are provided to complainants and members
Amend questionnaire for members and complainants to make the form shorter but allow for improved feedback with the aim of increasing the level of engagement with consumers. Amend the questionnaire so that one section clearly differentiates feedback on policy and on performance Equality and Diversity form to be included with the questionnaire form.
Amend the questionnaire forms to include a question whether members and complainants were referred to the website for information on complaints procedures
Give questionnaire clearer subheadings within the body of the document to indicate the stages of the complaint as Section 1 – General, Section 2 Investigation Stage, Section 3 - PCP stage, Section 4 - Tribunal and Appeal stage, and Section 5 – Any Other Comments. Each section would have those questions currently on the form slotted into the relevant stage of the disciplinary procedure.
1. An additional review of the form was conducted and it was decided that to split the questionnaire into several would not benefit consumers and would become difficult to manage for the annual report. The purpose of the questionnaire is to gauge the level of service received by consumers of IPS. Splitting the form into separate forms as suggested would not provide additional statistics that IPS could use to improve its services. Any anomalies can be addressed by including clear headings of the stage of the complaint.
2. This action point is in development to ensure that in all portfolio areas the questions are consistent in their approach to obtaining feedback.
3. This was delayed to develop an equality and diversity questionnaire that is consistent throughout the whole organisation. A template now exists and will be ready for implementation in 2014.
In progress see comment 2 below
Being developed see comment 3 below
In progress
P P P P
Completed
P P
To be actioned
Not to be actioned see comment 1 below
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