Just like Vinyl Records, Complaints Made Easy is coming back!
Many of you will not be aware but AKD origins were in complaints handling. We supported many local authorities and NHS Trust to look at how they could improve the process and experience. We often talk about creating a resolution focused evidence based approach. One of the things we recognized very early is that we had to change our approach to complaints workshops. And this is where the idea of a learning map was born. We wanted to develop a complaints learning experience that was challenging, engaging and fun. Complaints Made Easy was created and it was immensely successful being used throughout the NHS and Social Care.
Time moved on and has an organisation we evolved. Although work around the complaints experience had lessened, it was still there in the background, like vinyl records. And then recently there has been this increasing current of enquiries about complaints workshops and Complaints Made Easy. Then I found out that some of the team in the background had been looking at making improvements to the first version which is actually now over 16 years old. And so we’re really excited to announce that a 2nd edition of Complaints Made Easy is on it’s way. We will have versions for Healthcare and Social Care as well as looking at other industries where complaints have legal or regulatory frameworks.
For more information…
This month I’ve sat back and looked at the woman I’m blessed to have in my life and I reflect with very mixed emotions.
During the month, I hosted Stimulate and sat with 4 incredible female senior leaders. After introductions one asked a question which sparked an amazing conversation that lasted 3 hours. I sat and listened and leaned into so many truths that I was ignorant of or unaware. The space was safe, it was enlightening and electric. I can honestly say for it was transformative for me and those who attended. The hidden truths that they revealed, that they must work with on a day to day basis. I was aware of some of them cognitively but something shifted for me hearing the rawness of what they had to say.
On International Women’s Day I was able to acknowledge and celebrate the women who have nurtured me, cared for me, challenged me, fought with me and won with me. For all of those at AKD, I again thank you for your energy, dedication and brilliance.
And a few days later after such a celebration Frank Hester with his vile racism and his desire to Dianne Abbot shot and his hatred of black women. Shocked absolutely not, Indignant yes. But Indignant is of no value, because in a few days I could choose to go back to business as normal. But black women don’t have that luxury and therefore neither do I.
Judge us by what we do. Watch this space!