South Gloucestershire Council (SGC) is the largest Unitary Authority in the South West.\u00a0 The Community Care & Housing Department aims to \u2018promote and maintain independence for older and disabled people; to develop seamless, integrated services with partner organisations and support those in the community who care for others.\u2019 With a greater move towards using services from partner organisations, there were a number of issues arising in the area of complaint handling.\u00a0 The SGC directorate identified the need for a new\u00a0 training programme that would deliver uniformity in the process and effectiveness of complaint handling across the organization, and its partners.\u00a0 Traditional training methods had produced limited results, and it was time to try something new.<\/p>\n
Nelson Training\u2019s ethos is to deliver memorable and effective training that can create lasting change.\u00a0 They rely on interactive comedy and drama, employing professional actors, to bring the training alive and make it relevant to participants daily working life, rather than relying on \u2018chalk and talk\u2019 or \u2018death by powerpoint\u2019 approaches that inform without engaging.\u00a0 This award-winning consultancy uses a partnership approach to developing training, drawing on the specialist knowledge and experience of the client organisation and combining it with their own expertise in devising and delivering powerful and relevant training interventions.<\/p>\n
In this case, it was clear that cultural shift was required in order to create a more customer-centred complaints handling approach, with complaints being perceived as an integral part of their customer service and as part of continuous improvement in shaping future services.<\/p>\n
The planned outcomes of the training therefore were:<\/strong><\/p>\n The training was initially presented to <\/b>internal Team Leaders and Mangers and also to targeted Managers in the independent sector who the authority had been working closely with.\u00a0 The positive feedback from those initial participants has helped SGC to build its relationships with other partners.\u00a0 Now, the programme is open to all SGC partners to foster good working relationships and improve services for our shared customers.\u00a0 The number of partners has risen over the years due to increased partnership working.<\/p>\n The learning approaches chosen were designed to appeal to all learning styles and keep the sessions participative, entertaining and relevant.\u00a0 They included:<\/p>\n In addition, careful thought went into the structure and presentation of the programme, to incorporate the following elements:<\/p>\n The results of the training programme have been outstanding and include:<\/strong><\/p>\n Additional<\/em> benefits have been identified by the authority and include:<\/strong><\/p>\n As a final endorsement of quality, SGC has achieved two high standard internal audit reports for its complaints handling and is now accredited to BSI 10002:2004 complaints management standard.\u00a0 As far as we are aware it is the only local authority in the South West region to have met this standard.\u00a0 The Department of Health asked SGC to publicise its work with the independent sector as they saw it as a model of good practice, and it has regularly been asked to provide information to authorities in the SW about its training programme.\u00a0<\/b><\/p>\n","protected":false},"excerpt":{"rendered":" Don\u2019t Make a Drama out of a Complaint: Improving lives through professional complaint handling TRAINING CASE STUDY:\u00a0South Gloucestershire Council (SGC) South Gloucestershire Council (SGC) is the largest Unitary Authority in the South West.\u00a0 The Community Care & Housing Department aims to \u2018promote and maintain independence for older and disabled people; […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"jetpack_post_was_ever_published":false,"footnotes":""},"class_list":["post-736","page","type-page","status-publish","hentry"],"mb":[],"yoast_head":"\n\n
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