Kieran Seale

Kieran Seale is committed to delivering a safe and high-quality service for each of our clients at Verita Consultancy Limited.

Handling complaints – food for thought from the Ombudsman

It is hard to say interesting things about complaints management, but the Local Government & Social Care Ombudsman’s recent guidance ‘Effective Complaints Handling for Local Authorities’ does a good job.  For anyone involved in complaints handling – or just in learning from customers – it is well worth a read. In the best organisations, complaints […]

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stop bullying and harassment at work

Managing silent bullying in the workplace

What is silent bullying? Silent bullying is a non-verbal form of bullying and harassment which removes someone’s sense of belonging by attacking their confidence and demeaning them. Workplace examples include a manager who ostracises an employee by withholding information to make it impossible to achieve a set goal, or by restricting interaction with fellow colleagues. The

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CQC Compliance: An In-Depth Guide

By Kieran Seale and Peter Kinsey As a provider of health and social care services, you will have heard of the Care Quality Commission (CQC), an independent regulator of such organisations. However, having a full understanding of the guidelines as well as demonstrating CQC compliance is no easy task. Established in 2009, CQC’s primary role

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Effective Complaints Handling & Management - Positive Thing?

Effective complaints handling – how it benefits the organisation and customer

Benefits of an effective complaints handling system An effective complaints handling process is crucial for public and private organisations because it helps to identify issues, which supports development and improvement. Understanding the principles around complaints management will help you handle them appropriately, ensuring your organisation experiences positive change. Complaints encourage communication between both the organisation

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Grenfell Inquiry - the danger of the false paradigm

Grenfell Inquiry – the danger of the false paradigm

A false paradigm I have great sympathy for the firemen who have given evidence to the Grenfell Inquiry in recent weeks. For one thing, they have been ill-served by the method of questioning used.  The firefighters have been asked to recall what for most of them will be the most chaotic, disastrous and painful night

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Complaints – the people element

Learning from complaints – the people element

Why is learning from complaints important? Complaints are a valuable source of information to an organisation as they provide an opportunity to learn and develop. Individual complaints from people who use your service are helpful in identifying and dealing with a systemic problem within the organisation. Otherwise, real assurance cannot be given to the complainant

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The benefits of good information governance

The benefits of good information governance

What is information governance and how does it benefit an organisation? The benefits of information governance are far reaching, providing tangible operational improvements which, in turn, help those receiving the service. But while most organisations understand the importance of good information governance, it is less widely understood how it can be achieved effectively, not to

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