Gripes, grumbles and grievances: the role of complaints in transforming public services – Nesta – April 2013

Posted on April 29, 2013. Filed under: Clin Governance / Risk Mgmt / Quality | Tags: , |

Gripes, grumbles and grievances: the role of complaints in transforming public services – Nesta – April 2013

by Richard Simmons and Carol Brennan

“Complaints are not often associated with innovation and creativity. When we think of complaints, we tend towards negative association – frustration, failure, poor service, something to be dealt with promptly and filed away. Receiving lots of complaints is seen as something to be wary of, not celebrated.

But getting complaints is much better than not getting complaints – they show that people think it’s worth complaining and that they will be listened to, and that they believe that they have power to influence the system. They are a good sign of democracy in action.

This report looks at the role of complaints in transforming public services.”

Nesta blog entry on complaints in public services – 25 April 2013

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