I found this course very informative and a really useful reminder of what we should be doing when investigating complaints. It was also reassuring to know that those of us on the on the course all have the same approach to complaints and it was also a really timely reminder about the reasons why we investigate complaintsin relation to the individual member.
However, although I have rated this high, the course gives me the impression that I will be responsible for investigating/writing a response to complaints - I do not think that is correct? I thought the course was focusing on preventing a complaint becoming formal?
This workshop would be useful for inexperienced new Regional Officers and new inexperienced managers. Experienced RO and SRO should know what a good investigation looks like/is structured albeit that their day to day work relates to employment issues rather than investigating complaints.
I felt 2 days was too long - 1 day would be sufficient as there was a lot of overlap with training received approx. 2-3 years ago - same trainer some new tools for route cause analysis worked through - helpful not clear how the RCN as a whole is going to move forward with detailed complaint investigations so not sure how necessary some of the content would be for 'all' OMs, RDs or SLOs to undertake