At the 2023 SPSO Conference, Carolyn Hirst, Independent Consultant and Researcher at Hirstworks, delivered a fantastic session to delegates drawing on her own experiences and learnings to do with complaint handler wellbeing. Carolyn kindly provided a write up on her talk which can be downloaded in full below or viewed on Carolyn's LinkedIn, where it was first published.
In this write up, Carolyn covers:
- What is wellbeing?
- Research into the impact and harms of complaints on people who are complained about
- Good practice principles and guideline on being complained about, which are available as a free online resource.
- Complaint handling in a changing world
- What it means to be a complaint handler and how to maintain and enhance your wellbeing
- The impact of systems and practices on complaint handler wellbeing
- The role of the organisation to avoid employee harm and how they can do it
- Defining complaint handler wellbeing