Business Plan

Save this PDF as:
Size: px
Start display at page:

Download "Business Plan 2013-14"

Transcription

1 Commission for Local Administration in England Business Plan All Business Plan activity is linked to our four Strategic Objectives LGO Business Plan v web Page 1

2 1. Provide a complaints handling service direct to the public which is accessible, responsive, consistent and cost effective one 1.1 Effectively manage all complaints and incoming enquiries in line with our published service standards All service standards, both internal and external, are actively monitored, managed and achieved. Key Strategic Service Standards are: 50% cases closed < 13 weeks 80% cases closed < 26 weeks 96% cases closed < 52 weeks No more than 100 outstanding cases over 52 weeks held at one time 1.2 The Intake Unit effectively manages all complaints and incoming enquiries in line with our published service standards All service standards for the Intake Unit are actively monitored, managed and achieved. Key Service Standards are: Answer 95% of calls within 1 minute Achieve a 98.5% answer rate All complaints received are processed within 1 working day of receipt We estimate the Intake Unit will handle 44,000 enquiries per year LGO Business Plan v web Page 2

3 1.3 The Assessment Unit effectively manages all complaints and incoming enquiries in line with our published service standards. All service standards for the Assessment Unit are actively monitored, managed and achieved. Key Service Standards are: All complaints received are processed within 20 working days from receipt by LGO All premature complaints screened out within 20 working days of receipt by LGO We estimate the Assessment Unit will handle 17,500 viable enquiries per year (passed from Intake Unit) 1.4 The Investigation Unit effectively manages all complaints and incoming enquiries in line with our published service standards. All service standards for the Investigation Unit are actively monitored, managed and achieved. Key Service Standards are: Provide contact with complainant within 20 working days of receipt by LGO Keep in Touch notification to Body in Jurisdiction and complainant every 20 days after first contact (unless alternative arrangement agreed with complainant) Investigators to make an average of 95 decisions per year Respond to service complaints and challenges to decisions within 20 working days We estimate the Investigation Unit will handle 7,600 viable enquiries per year (passed from Assessment Unit) LGO Business Plan v web Page 3

4 1.5 Conduct a full review of the content of our public communications in line with our new Business Model Our external publications and web pages fully and accurately reflect the Service we provide. 1.6 Determine the most suitable networking arrangement to ensure we develop our knowledge sharing networks effectively across the new structure. The consistency and quality of investigations and outcomes across the business, including in all specialist subject areas, is firmly established through monitoring and reviews of our decisions 1.7 Manage expected changes to our jurisdiction with regard; Working with the Housing Ombudsman Transitional arrangements are effective, staff are well informed and we maintain a constructive relationship with the HOS Assessing the impacts of the local administration of Welfare Reforms. Transitional arrangements are effective, staff are well informed and we maintain a constructive relationship with other bodies 1.8 Conduct a Customer Satisfaction Survey based on the new service model The Customer Satisfaction Survey is completed and the results published. 2. Ensure sound decisions and appropriate redress based on impartial, rigorous and proportionate investigations 2.1 Review the Guidance on Remedies so that all our internal guidance fully reflects the new organisational standards and supports the operational teams Publish a new Guidance on Remedies document by end Dec Continue to develop the agreed Quality Framework and ensure that Quality considerations are embedded into our working procedures. We have an agreed and fully tested Quality Monitoring Scheme in place which covers the whole organisation LGO Business Plan v web Page 4

5 3. Use our knowledge of complaints to identify best practice and issues of wider public benefit, promote good public administration and service improvement, and influence public policy 3.1 Plan and implement an interim policy programme focussing upon the four new policy areas. 3.2 Finalise and publicise the new Public Value Strategy; to guide and inform the work of the new Policy & Communications team, the wider organisation and external bodies Policy Programme developed and fully implemented by end March We have a fully agreed and supported Public Value Strategy 3.3 Develop an effective joint working relationship with PHSO, which will help us to maximise our impact. We provide an effective, joined-up service to complainants whose concerns relate in part to NHS funded care Average time taken to produce joint reports is reduced by 50% 3.4 Review and redesign the Intranet to ensure we have good management of our knowledge across the organisation and that it is accessible to staff Staff are confident that they can access the information they need when they need it 3.5 Produce a series of themed publications, drawing on learning arising from casework, to highlight topical issues of public interest and increase awareness of injustice New publications highlight relevant issues, generate positive media coverage and stakeholder feedback. A minimum of 4 publications produced in As part of the Public Value strategy deliver a national programme of training and learning to bodies in jurisdiction Our national training and learning programme meets the needs of bodies in jurisdiction, evidenced through learning evaluation LGO Business Plan v web Page 5

6 3.7 Establish a service user Stakeholder Advisory Group to help inform the delivery of the Service Stakeholder Advisory Group is established and the first meeting of the Group held 3.8 Test and assess the new SOR publishing scheme; ensure it is optimal and effective in making our business more transparent The SOR publication scheme is operational from 1 April 13. We implement effective transition arrangements to ensure a well managed rollout of the publication scheme. 4. Ensure proper stewardship of public funds through the proper use of resources and effective public accountability 4.1 Complete all staffing changes, relocations, recruitment and redundancies to support the new Business Our resourcing plan supports the business restructuring process, delivers the savings required in the Transformation Plan and successfully supports the new business model units. Activity completed within budget and on time. We successfully defend any tribunal claims 4.2 Plan and implement the move to the new London Accommodation Move to new accommodation completed on time. Staff in new accommodation by end of Dec Lease terminated successfully with MBT landlords Activity completed within budget and on time LGO Business Plan v web Page 6

7 4.3 Draft and agree the post 2015 Accommodation and IT Strategy We have an Accommodation and IT Strategy which is agreed by the Commission and funded by the Sponsor Department 4.4 Corporate Services teams to engage with staff and managers to review the levels and quality of service they provide, and to identify efficiency improvements Comprehensive service review conducted and improvements identified 4.5 Embed cultural change throughout the organisation, based on the One LGO. Conduct a second Have Your Say Staff Survey Provide a quarterly assurance report to the Commission. Conduct an internal audit of all areas of statutory and contractual areas. 4.6 Ensure that we efficiently meet our ongoing statutory and contractual responsibilities Provide a quarterly assurance report to the Commission. Conduct an internal audit of all areas of statutory and contractual areas. 4.7 Conduct a review of our new Management data and key Business metrics; and make any necessary adjustments to the data we gather and report Our key business metrics and PIs adequately describe our performance and support the efficient delivery of the Service. We have a mechanism to review our metrics and to identify and correct issues. 4.8 Conduct a review of our Human Resources (HR) Policies Review completed by end of March Establish an ECHO User Group and an effective System Change Control process New User Group established and working by May 2013 LGO Business Plan v web Page 7

8 4.10 Conduct a review of the new ECHO database and its functionality Review completed by end of Dec Conduct a review of our Information Security Policy Review completed by end of Dec Conduct a review of our FOI / DPA / EIR guidance Review completed by end of Dec Introduce a new Business Continuity Plan (BCP) Continuity Plan agreed and implemented by end of Sept 13 LGO Business Plan v web Page 8

Job Pack. Appointment of Investigators. Information for candidates. Job Description. Person Specification

Job Pack. Appointment of Investigators. Information for candidates. Job Description. Person Specification Job Pack Appointment of Investigators Information for candidates Job Description Person Specification Information for candidates Location 2 Marsham Street, Westminster. Please note that to work in this

More information

Implementing the Commission s Transformation Plan

Implementing the Commission s Transformation Plan Commission for Local Administration in England Implementing the Commission s Transformation Plan Update on progress Introduction This paper provides an overview of how we are progressing with the Plan.

More information

Mike Hill, Cabinet Member for Communities, Customer Services and Improvement. Governance and Audit Committee 30 June 2011

Mike Hill, Cabinet Member for Communities, Customer Services and Improvement. Governance and Audit Committee 30 June 2011 By: Mike Hill, Cabinet Member for Communities, Customer Services and Improvement Jill Rawlins, Interim Director Communications, Consultation and Community Engagement To: Subject: Classification : Governance

More information

The Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman The Parliamentary and Health Service Ombudsman, (PHSO) for NHS Complaints or the Local Government Ombudsman (LGO) for Public Health complaints, are the second

More information

Complaints and MP Enquiries Quarter 1 Report 2015/2016

Complaints and MP Enquiries Quarter 1 Report 2015/2016 Complaints and MP Enquiries Quarter 1 Report 2015/2016 Governing Body meeting 1 October 2015 Item 17m Author(s) Sarah Neil, Complaints Manager and Patient Experience Lead Sponsor Kevin Clifford, Chief

More information

Principles of Good Complaint Handling

Principles of Good Complaint Handling Principles of Good Complaint Handling Principles of Good Complaint Handling Good complaint handling means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately

More information

BUSINESS CONTINUITY MANAGEMENT POLICY

BUSINESS CONTINUITY MANAGEMENT POLICY BUSINESS CONTINUITY MANAGEMENT POLICY Version No: 1 Issue Status: awaiting Trust Board approval Date of Ratification: 11th April 2012 Ratified by: Risk Management Committee Policy Author(s): Stuart Coalwood

More information

NHS complaints procedure An overview

NHS complaints procedure An overview MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 5 NHS complaints procedure An overview www.mps.org.uk Contents Regulations and principles page 3 Putting the

More information

Helping more people by investigating more complaints about the NHS. September 2013

Helping more people by investigating more complaints about the NHS. September 2013 Helping more people by investigating more complaints about the NHS September 2013 Helping more people by investigating more NHS complaints In 2012-13 We resolved 15,944 enquiries about the NHS 12,175 3,770

More information

Internal Audit Division

Internal Audit Division Internal Audit Division at the Financial Conduct Authority Information Pack April 2013 Contents of Information Pack A. Introduction B. Internal Audit Terms of Reference C. Organisation D. Skills and Competencies

More information

Achieving consistent and high quality Debt Advice. An approach to Standards and Quality Assurance for the debt advice sector

Achieving consistent and high quality Debt Advice. An approach to Standards and Quality Assurance for the debt advice sector Achieving consistent and high quality Debt Advice An approach to Standards and Quality Assurance for the debt advice sector December 2012 This consultation document can be found on the Money Advice Service

More information

Corporate Business Plan 2007-08

Corporate Business Plan 2007-08 Corporate Business Plan 2007-08 Celebrating 40 years in 2007 Foreword This Corporate Business Plan outlines what the Office aims to achieve during 2007-08 as part of work towards delivering our three-year

More information

PHSO Information Asset Register July 2015

PHSO Information Asset Register July 2015 PHSO Asset Register July 2015 Asset Governance and Strategic Management Asset Owner Managing and Strategy Finance & Governance Quality & Service Integrity System Type of information contained Sensitive

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer

More information

Governing Body 13 November 2013

Governing Body 13 November 2013 Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,

More information

Performance Management and Service Improvement Framework

Performance Management and Service Improvement Framework Performance Management and Service Improvement Framework Author Marcus Evans, Operational Director - Performance and Customer Insight Date: September 2014 Contents Page 1. Introduction 3 2. Strategic ning

More information

Guidelines for Managers on receipt of a request for financial compensation from a Complainant (Remedy)

Guidelines for Managers on receipt of a request for financial compensation from a Complainant (Remedy) Guidelines for Managers on receipt of a request for financial compensation from a Complainant (Remedy) Amendments Date Page(s) Comments Approved by Aug 2011 General review and update. Changes Head of Patient

More information

NOT PROTECTIVELY MARKED OVERVIEW REPORT FROM DIRECTOR OF BUSINESS SERVICES

NOT PROTECTIVELY MARKED OVERVIEW REPORT FROM DIRECTOR OF BUSINESS SERVICES COMMISSION MEETING 6 APRIL 2011 AMANDA KELLY, DIRECTOR OF BUSINESS SERVICES OVERVIEW REPORT FROM DIRECTOR OF BUSINESS SERVICES 1. Purpose of Report 1.1 This report provides Commission with a briefing on

More information

Regulators Code July 2013

Regulators Code July 2013 July 2013 Foreword In the Autumn Statement 2012 Government announced that it would introduce a package of measures to improve the way regulation is delivered at the frontline such as the Focus on Enforcement

More information

Complaints Annual Report 2011/2012

Complaints Annual Report 2011/2012 Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April

More information

Financial Reporting Council. Plan & Budget 2011/12

Financial Reporting Council. Plan & Budget 2011/12 Financial Reporting Council Plan & Budget 2011/12 Financial Reporting Council Council Plan & Budget 2011/12 Plan & Budget 2011/12 April 2011 Contents Section 1: CEO Overview 3 Section 2: Major activities

More information

Complaints Policy. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By:

Complaints Policy. Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By: Complaints Policy CONTROLLED DOCUMENT CATEGORY: CLASSIFICATION: PURPOSE Controlled Document Number: Version Number: 6 Controlled Document Sponsor: Controlled Document Lead: Approved By: Policy Governance

More information

Principles for Remedy

Principles for Remedy Principles for Remedy Principles for Remedy Good practice with regard to remedies means: 1 Getting it right 2 Being customer focused 3 Being open and accountable 4 Acting fairly and proportionately 5 Putting

More information

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015

Culture Change in the NHS. Applying the Lessons of the Francis Inquiries. Chris Bostock, NHS Complaints Policy Lead, DH February 2015 Culture Change in the NHS Applying the Lessons of the Francis Inquiries Chris Bostock, NHS Complaints Policy Lead, DH February 2015 1 Well-documented issues Health Select Committee report 2011 Robert Francis

More information

Internal Audit - progress report 2015-16 and 2016-17 plan

Internal Audit - progress report 2015-16 and 2016-17 plan Audit Committee, 16 March 2016 Internal Audit - progress report 2015-16 and 2016-17 plan Executive summary and recommendations Introduction Grant Thornton have prepared the attached report which sets out

More information

REPORT OF MEETING DATE ITEM NO COMMUNITY FOCUS SCRUTINY COMMITTEE SHARED SERVICE ARRANGEMENTS THE HUMAN RESOURCE & PAYROLL SERVICES

REPORT OF MEETING DATE ITEM NO COMMUNITY FOCUS SCRUTINY COMMITTEE SHARED SERVICE ARRANGEMENTS THE HUMAN RESOURCE & PAYROLL SERVICES REPORT REPORT OF MEETING DATE ITEM NO CUSTOMER & OPERATIONAL SERVICES COMMUNITY FOCUS SCRUTINY COMMITTEE APRIL 15 TH 2010 4 Public item SHARED SERVICE ARRANGEMENTS THE HUMAN RESOURCE & PAYROLL SERVICES

More information

Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008

Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008 Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008 Page 1 of 13 Introduction Background 1. Audit Scotland provides services to the Auditor General and the Accounts

More information

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK 09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides

More information

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014

Communication and Engagement Strategy 2014 2017. Final Version 30 th June 2014 Communication and Engagement Strategy 2014 2017 Final Version 30 th June 2014 Contents Introduction 4 Strategic Objectives and Role of Communications 6 Communications now and by 2017 7 Communications and

More information

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS

POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Item 9 POLICY FOR THE REPORTING AND MANAGEMENT OF PATIENT COMPLAINTS Authorship: Chief Operating Officer Approved date: 20 September 2012 Approved Governing Body Review Date: April 2013 Equality Impact

More information

Complaint and Concern handling and learning

Complaint and Concern handling and learning TAUNTON & SOMERSET NHS FOUNDATION TRUST Complaint and Concern handling and learning Report to: Trust Board on 25 September 2013 Purpose of the Report: (Please type in Bold) This report sets out how the

More information

A. Statement of Accountability

A. Statement of Accountability A. Statement of Accountability National Savings is an Executive Agency of the Chancellor of the Exchequer and a Government Department. The Agency manages the issue and distribution of National Savings

More information

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report

More information

Business Plan for Strategic Human Resources - March 2012 to 30 September 2013

Business Plan for Strategic Human Resources - March 2012 to 30 September 2013 Business Plan for Strategic Human Resources - March 2012 to 30 September 2013 1. Introduction 1.1 The Service s key responsibilities are to: 1.2 Context Design & deliver people and organisational development

More information

Job Description. To lead and effectively manage the Empty Homes team which is responsible for:

Job Description. To lead and effectively manage the Empty Homes team which is responsible for: Job Description Post Title Post Number Service Area / Department SDU Accountable to (Line Manager) Responsible for (Direct Reports Post Title) Empty Homes Manager RT01008 Leasehold and Lettings Housing

More information

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15 COMPLAINTS POLICY 1 Contents 1. Introduction Page 3 2. Purpose Page 3 3. Principles Page 4 4. Scope Page 4 5. Exclusions Page 5 6. Responsibilities Page 5 7. Complaints Management Process: Local Resolution

More information

Customer Service Cluster Manager

Customer Service Cluster Manager London Borough of Camden JOB PROFILE Cluster POSITION TITLE: cluster manager DIRECTORATE: Culture and Environment DIVISION: Culture and customer service JOB FAMILY: SERVICE: service GRADE: PO6 REPORTS

More information

Council Meeting, 26/27 March 2014

Council Meeting, 26/27 March 2014 Council Meeting, 26/27 March 2014 HCPC response to the Final Report of A Review of the NHS Hospitals Complaint System Putting Patients Back in the Picture by Right Honourable Ann Clwyd MP and Professor

More information

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1

Guide to to good handling of complaints for CCGs. CCGs. May 2013. April 2013 1 Guide to to good handling of complaints for CCGs CCGs May 2013 April 2013 1 NHS England INFORMATION READER BOX Directorate Commissioning Development Publications Gateway Reference: 00087 Document Purpose

More information

The framework for inspecting residential provision in further education colleges

The framework for inspecting residential provision in further education colleges The framework for inspecting residential provision in further education colleges For use from September 2012 This document sets out the framework for the inspection of residential provision in further

More information

Housing Association Regulatory Assessment

Housing Association Regulatory Assessment Welsh Government Housing Directorate - Regulation Housing Association Regulatory Assessment Melin Homes Limited Registration number: L110 Date of publication: 20 December 2013 Welsh Government Housing

More information

Stratford on Avon District Council. The Human Resources Strategy

Stratford on Avon District Council. The Human Resources Strategy Stratford on Avon District Council The Human Resources Strategy Page 1 1 Purpose of The Human Resources (HR) Strategy The purpose of this document is to review the role and effectiveness of human resource

More information

Service and Improvement Plan 2015 18

Service and Improvement Plan 2015 18 Service and Improvement Plan 2015 18 Property and Risk 1. Introduction Property and Risk Service and Improvement Plan 2015 2018 1.1 The Property and Risk Service and Improvement Plan covers the period

More information

Job Description Ref: 50029086

Job Description Ref: 50029086 Job Description Ref: 50029086 NOTE: This job description does not form part of the employee s contract of employment but is provided for guidance. The precise duties and responsibilities of any job may

More information

Quality Assessment Framework Core Service Objectives

Quality Assessment Framework Core Service Objectives Quality Assessment Framework Core Service Objectives NIHE Supporting People Contents C1.1 Assessment and Support Planning...3 C1.2 Security, Health and Safety..11 C1.3 Safeguarding and Protection from

More information

NHS Governance of Complaints Handling

NHS Governance of Complaints Handling NHS Governance of Complaints Handling Prepared for the Parliamentary and Health Service Ombudsman By IFF Research UNDER EMBARGO UNTIL WEDNESDAY 5 JUNE 00:01 Contact details Mark Speed, Angus Tindle and

More information

The Ombudsman s Annual Report and Accounts 2014-15

The Ombudsman s Annual Report and Accounts 2014-15 The Ombudsman s Annual Report and Accounts 2014-15 The Ombudsman s Annual Report and Accounts 2014-15 Presented to Parliament pursuant to Section 14(4) of the Health Service Commissioners Act 1993 Presented

More information

COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY

COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY COMMENTS, COMPLAINTS AND COMPLIMENTS POLICY DOCUMENT STATUS SCOPE Unclassified This policy sets out Genesis Housing Association's approach to managing complaints from customers. This policy does not cover

More information

Performance Management Framework

Performance Management Framework Performance Management Framework Document Control: Document Author: Document Owner: Electronic File ame: Document Type: Stakeholder Consultation: Approval Level: Approval Body: Version umber: Associate

More information

PERFORMANCE OF THE DEPARTMENT FOR BUSINESS, INNOVATION AND SKILLS FOR 2012

PERFORMANCE OF THE DEPARTMENT FOR BUSINESS, INNOVATION AND SKILLS FOR 2012 From the Ombudsman Dame Julie Mellor DBE Mr Martin Donnelly CMG Permanent Secretary Department for Business, Innovation and Skills Victoria Street London SWH 0ET 4 March 203 Dear Martin, PERFORMANCE OF

More information

Date: Meeting: Trust Board Public Meeting. 29 October 2014. Title of Paper: Francis 2 Summary Update Report

Date: Meeting: Trust Board Public Meeting. 29 October 2014. Title of Paper: Francis 2 Summary Update Report Meeting: Trust Board Public Meeting Date: 29 October 2014 Title of Paper: Francis 2 Summary Update Report Key Issues: (Actions, Timescales, Costs etc.) The second Francis report (Francis 2), published

More information

Getting it Right: Lessons from the Ombudsman Service

Getting it Right: Lessons from the Ombudsman Service Getting it Right: Lessons from the Ombudsman Service Craig Turton, Interim Senior Health Policy Manager Complaints handling, investigating, resolving and learning conference 1 st October 2013 The Parliamentary

More information

Wirral Council: Job Role Descriptor HR USE ONLY

Wirral Council: Job Role Descriptor HR USE ONLY Wirral Council: Job Role Descriptor Job Role: Service: Reports to: No. of Subordinates: Job Role Ref: Job Family: Grade: Practice & Governance Manager Legal & Member Services Head of Legal & Member Services

More information

Communications Strategy

Communications Strategy Communications Communications July 2013 Version 1.1 1 Communications River Clyde Homes Vision Our vision is to provide quality, affordable homes, in neighbourhoods we can be proud of and to deliver excellent

More information

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance

More information

Annual Governance Statement

Annual Governance Statement Annual Governance Statement 2014/15 1 Fareham Borough Council Civic Offices, Civic Way, Fareham PO16 7AZ Scope of Responsibility Fareham Borough Council is responsible for ensuring that its business is

More information

The Independent Police Complaints Commission (IPCC)

The Independent Police Complaints Commission (IPCC) TO FROM REGARDING The Home Office The Independent Police Complaints Commission (IPCC) Home Office Triennial Review of the IPCC This submission sets out the IPCC s response to the Triennial Review of the

More information

Draft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years

Draft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years Draft Special Educational Needs (SEN) Code of Practice: for 0 to 25 years Statutory guidance for organisations who work with and support children and young people with SEN October 2013 Contents 1 Introduction

More information

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN. Records Management Policy. Version 4.0. Page 1 of 11 Policy PHSO Records Management Policy v4.

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN. Records Management Policy. Version 4.0. Page 1 of 11 Policy PHSO Records Management Policy v4. PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN Records Management Policy Version 4.0 Page 1 of 11 Document Control Title: Original Author(s): Owner: Reviewed by: Quality Assured by: File Location: Approval

More information

The Performance Review Standards

The Performance Review Standards The Performance Review Standards Standards of Good Regulation June 2010 The Professional Standards Authority The Professional Standards Authority for Health and Social Care is the new name for the Council

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS POLICY AND PROCEDURE TWC7 COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review

More information

Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY

Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY Chesterfield Royal Hospital NHS Foundation Trust THE ADVICE CENTRE AND COMPLAINTS POLICY 1. INTRODUCTION 1.1 The aim of the Advice Centre is to support the Trust s Service Experience Strategy by providing

More information

CIVIL SERVICE COMMISSION STRATEGIC FRAMEWORK 2012-2016

CIVIL SERVICE COMMISSION STRATEGIC FRAMEWORK 2012-2016 CIVIL SERVICE COMMISSION STRATEGIC FRAMEWORK 2012-2016 THE CIVIL SERVICE COMMISSION We are established by statute to provide assurance that civil servants are selected on merit on the basis of fair and

More information

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION

COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION COMPLAINTS PROCEDURE ENGLAND BEAUFORT ROAD SURGERY INTRODUCTION This procedure sets out the Practice s approach to the handling of complaints and is intended as an internal guide who should be made readily

More information

APPENDIX A Clackmannanshire Council. Audit of housing and council tax benefit. Risk assessment report

APPENDIX A Clackmannanshire Council. Audit of housing and council tax benefit. Risk assessment report APPENDIX A Clackmannanshire Council Audit of housing and council tax benefit Risk assessment report Prepared for Clackmannanshire Council November 2012 19 Audit Scotland is a statutory body set up in April

More information

Parliamentary & Health Service Ombudsman: Additional Evidence Part 1

Parliamentary & Health Service Ombudsman: Additional Evidence Part 1 : Additional Evidence Part 1 Accommodation strategy Following the publication of our Annual Report and Accounts 2014-15, the Public Administration and Constitutional Affairs Committee asked for further

More information

COMPLAINTS AND CONCERNS POLICY

COMPLAINTS AND CONCERNS POLICY COMPLAINTS AND CONCERNS POLICY A GENERAL 1. INTRODUCTION This policy sets out the process for handling complaints, generated by patients, carers and the general public, by the Clinical Commissioning Group

More information

Complaints Annual Report 2013/14

Complaints Annual Report 2013/14 Complaints Annual Report 2013/14 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2013 to 31 March 2014. Hampshire Hospitals

More information

Assistant Director for Corporate Governance (Monitoring Officer)

Assistant Director for Corporate Governance (Monitoring Officer) Assistant Director for Corporate Governance (Monitoring Officer) Indicative Salary Range: 90,000 to 105,000 p/a Reports to: Chief Eecutive Officer Job Purpose To be responsible for the strategic development,

More information

HR Service Level Agreement 2013 / 14

HR Service Level Agreement 2013 / 14 HR Service Level Agreement 2013 / 14 Why use City of York Council HR Service There are a number of reasons why you should choose to work with the York HR Service: HR understands education and can apply

More information

Ombudsman Services response to the TSI consultation. Consumer Code Approval scheme

Ombudsman Services response to the TSI consultation. Consumer Code Approval scheme Ombudsman Services response to the TSI consultation Consumer Code Approval scheme Response of the Ombudsman Service Ltd (Ombudsman Services) to the TSI consultation: Consumer Code Approval Scheme 1 Summary

More information

GETTING IT RIGHT FOR CONSUMERS

GETTING IT RIGHT FOR CONSUMERS GETTING IT RIGHT FOR CONSUMERS SECTION 1: OPENING Getting it right for consumers is something we all probably subscribe to but what does it mean for a Central Bank, particularly one with a statutory responsibility

More information

Triennial Review of NHS Blood and Transplant (NHSBT) A Review of NHS Blood and Transplant (NHSBT) Call for Evidence

Triennial Review of NHS Blood and Transplant (NHSBT) A Review of NHS Blood and Transplant (NHSBT) Call for Evidence Triennial Review of NHS Blood and Transplant (NHSBT) A Review of NHS Blood and Transplant (NHSBT) Call for Evidence August 2015 Title: Triennial Review of NHS Blood and Transplant Call for Evidence Author:

More information

City and County of Swansea. Human Resources & Workforce Strategy 2013-2017. Ambition is Critical 1

City and County of Swansea. Human Resources & Workforce Strategy 2013-2017. Ambition is Critical 1 City and County of Swansea Human Resources & Workforce Strategy 2013-2017 Ambition is Critical 1 Delivering quality services for a safer, greener, smarter, fairer, healthier, richer Swansea Executive Summary

More information

for Safer Better Healthcare Draft National Standards for Safer Better Healthcare September 2010 Consultation Document September 2010

for Safer Better Healthcare Draft National Standards for Safer Better Healthcare September 2010 Consultation Document September 2010 Draft National Standards for Safer Better Healthcare Consultation Draft Document National Standards September 2010 for Safer Better Healthcare Consultation Document September 2010 About the Health Information

More information

PALS & Complaints Annual Report 2013 2014

PALS & Complaints Annual Report 2013 2014 PALS & Complaints Annual Report 2013 2014 This report provides a summary of patient complaints received in 2013/14. It includes details of numbers of complaints received during the year, performance in

More information

Staff Survey 2015 Report

Staff Survey 2015 Report Staff Survey 2015 Report Governing Body meeting Item 18l 5 May 2016 Author(s) Esther Short, HR Manager Sponsor Maddy Ruff, Accountable Officer Is your report for Approval / Consideration / Noting Noting

More information

Six steps to successful complaint resolution

Six steps to successful complaint resolution MEDICAL PROTECTION SOCIETY PROFESSIONAL SUPPORT AND EXPERT ADVICE MPS COMPLAINTS SERIES BOOK 3 Six steps to successful complaint resolution An MPS case study www.mps.org.uk Contents Case study page 3 Step

More information

DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN)

DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN) DH Review of NHS Complaint Handling Submission by the Foundation Trust Network (FTN) 1. Introduction 1.1 The Foundation Trust Network (FTN) is the membership organisation for the NHS acute hospitals and

More information

Welsh Government Response to the Report of the National Assembly for Wales Public Accounts Committee on Grant Management in Wales Final Report

Welsh Government Response to the Report of the National Assembly for Wales Public Accounts Committee on Grant Management in Wales Final Report Welsh Government Response to the Report of the National Assembly for Wales Public Accounts Committee on Grant Management in Wales Final Report The Welsh Government appreciates both the time and effort

More information

Business Continuity Management Policy

Business Continuity Management Policy Business Continuity Management Policy Business Continuity Policy Version 1.0 1 Version control Version Date Changes Author 0.1 April 13 1 st draft PH 0.2 June 13 Amendments in line with guidance PH 0.3

More information

Derbyshire Constabulary REORGANISATION, REDUNDANCY AND REDEPLOYMENT POLICY POLICY REFERENCE 05/001. This policy is suitable for Public Disclosure

Derbyshire Constabulary REORGANISATION, REDUNDANCY AND REDEPLOYMENT POLICY POLICY REFERENCE 05/001. This policy is suitable for Public Disclosure Derbyshire Constabulary REORGANISATION, REDUNDANCY AND REDEPLOYMENT POLICY POLICY REFERENCE 05/001 This policy is suitable for Public Disclosure Owner of Doc: Head of Department, Human Resources Date Approved:

More information

So please let us know if you d like information in a different format or language, or if you d like us to adapt the way we communicate with you.

So please let us know if you d like information in a different format or language, or if you d like us to adapt the way we communicate with you. HR business partner who we are We re an independent, not-for-profit organisation set up to sort out disputes between consumers and financial services businesses fairly, reasonably and impartially. We were

More information

Policies, Procedures, Guidelines and Protocols

Policies, Procedures, Guidelines and Protocols Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure

More information

Title of paper Annual Complaints Report April 2014 to March 2015. Elaine Newton, Director of Governance and Compliance

Title of paper Annual Complaints Report April 2014 to March 2015. Elaine Newton, Director of Governance and Compliance Item 2.6 Paper 10 Name of meeting Governing Body Date of meeting 26 May 2015 Title of paper Annual Complaints Report April 2014 to March 2015 Lead Director Author Author contact details Elaine Newton,

More information

A fresh start for the regulation of independent healthcare. Working together to change how we regulate independent healthcare

A fresh start for the regulation of independent healthcare. Working together to change how we regulate independent healthcare A fresh start for the regulation of independent healthcare Working together to change how we regulate independent healthcare The Care Quality Commission is the independent regulator of health and adult

More information

Complaint Management and Dispute Resolution Policy- Red Energy

Complaint Management and Dispute Resolution Policy- Red Energy Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff. Ideally,

More information

Provide effective and timely HR guidance and support in customer services review by minimising redundancy and delivering.4m savings in a full year

Provide effective and timely HR guidance and support in customer services review by minimising redundancy and delivering.4m savings in a full year Objective 1 Customer Services Review Appendix A Provide effective and timely HR guidance and support in customer services review by minimising redundancy and delivering.4m savings in a full year Published

More information

Statement of Compliance with the Public Services Reform (Scotland) Act 2010 2014-15

Statement of Compliance with the Public Services Reform (Scotland) Act 2010 2014-15 Statement of Compliance with the Public Services Reform (Scotland) Act 2010 2014-15 Statement of Compliance with the Public Services Reform (Scotland) Act 2010 Sections 31 and 32 of the Public Services

More information

Full house: Councils role in allocating social housing

Full house: Councils role in allocating social housing Full house: Councils role in allocating social housing Focus report: learning lessons from complaints January 2016 www.lgo.org.uk Contents Introduction 1 Housing allocations background 2 The role of the

More information

Private Health Insurance Ombudsman

Private Health Insurance Ombudsman Private Health Insurance Ombudsman Health and Ageing Portfolio Agency Section 1: Overview...448 Section 2: Resources for 2006-07...449 2.1: Appropriations and Other Resources...449 2.2: 2006-07 Budget

More information

Annual Governance Statement 2013/14

Annual Governance Statement 2013/14 31 Annual Governance Statement 2013/14 1. SCOPE OF RESPONSIBILITY ESPO is responsible for ensuring that its business is conducted in accordance with the law and proper standards, and that public money

More information

Project, Programme and Portfolio Management Delivery Plan 6

Project, Programme and Portfolio Management Delivery Plan 6 Report title Agenda item Project, Programme and Portfolio Management Delivery Plan 6 Meeting Performance Management and Community Safety Panel 27 April 2009 Date Report by Document number Head of Strategy

More information

Contents. Section/Paragraph Description Page Number

Contents. Section/Paragraph Description Page Number - NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,

More information

The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 31 March 2007

The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 31 March 2007 The Local Government Ombudsman s Annual Letter Wokingham Borough Council for the year ended 3 March 7 The Local Government Ombudsman (LGO) investigates complaints by members of the public who consider

More information

Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy

Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services NHS Trust Putting Things Right Policy Approved by: (TBC) Version: 0.6 Issue Date: (TBC) Review Date: (24 months from issue TBC)

More information

Pensions Ombudsman CORPORATE AND BUSINESS PLAN 2009-2012. Pension Protection Fund Ombudsman

Pensions Ombudsman CORPORATE AND BUSINESS PLAN 2009-2012. Pension Protection Fund Ombudsman Pensions Ombudsman CORPORATE AND BUSINESS PLAN 2009-2012 Pension Protection Fund Ombudsman 7 May 2009 Foreword 1 1. About the Pensions Ombudsman and Pension Protection Fund Ombudsman 3 2. Our work 6 3.

More information

Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments (4C Model)

Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments (4C Model) CWHH Clinical Commissioning Group 15 Marylebone Road London NW1 5JD Tel: 020 3350 4177 Policy and Procedure for the Recording, Investigation and Management of Complaints, Comments, Concerns and Compliments

More information

Awarding body monitoring report for: English Speaking Board (International) Ltd (ESB) May 2009. Ofqual/09/4637

Awarding body monitoring report for: English Speaking Board (International) Ltd (ESB) May 2009. Ofqual/09/4637 Awarding body monitoring report for: English Speaking Board (International) Ltd (ESB) May 2009 Ofqual/09/4637 2009 Office of the Qualifications and Examinations Regulator 2 Contents Introduction...4 Regulating

More information

Social Services Change Plan. Report to CMT June 2012

Social Services Change Plan. Report to CMT June 2012 Social Services Change Plan Report to CMT June 2012 Social Services Change Plan 1. Programme Status 2. Project Updates - Integrating Health & Social Care Services - Commissioning - Integrating Social Care

More information