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The Complaints

Author : Ian Rankin
ISBN : 9781409107293
Genre : Fiction
File Size : 34.56 MB
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'On the evidence of THE COMPLAINTS it looks as if Fox will be just as sure-footed a guide to the city as his grizzled predecessor' DAILY EXPRESS. Nobody likes The Complaints - they're the cops who investigate other cops. Complaints and Conduct Department, to give them their full title, but known colloquially as 'the Dark Side', or simply 'The Complaints'. Malcolm Fox works for The Complaints. He's just had a result, and should be feeling good about himself. But he's middle-aged, sour and unwell. He also has a father in a care home and a sister who persists in an abusive relationship. In the midst of an aggressive Edinburgh winter, the reluctant Fox is given a new task. There's a cop called Jamie Breck, and he's dirty. Problem is, no one can prove it. But as Fox takes on the job, he learns that there's more to Breck than anyone thinks. This knowledge will prove dangerous, especially when murder intervenes.
Category: Fiction

Nhs Complaints Managers

Author : Clare Xanthos
ISBN : 9781581122688
Genre : Psychology
File Size : 31.2 MB
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This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader public administration framework, of 'administrator'/ bureaucrat, and finally a wide-ranging sociological/ social psychological framework, as 'social actor'. Thus the thesis draws on an eclectic range of literature from socio-legal studies, public administration, sociology, and social psychology. It also draws on non-theoretical social policy literature in relation to the policy context of the thesis. In relation to methodology, the research uses a qualitative approach. It is based on in depth telephone interviews recorded with thirty NHS complaints managers, which were transcribed verbatim and are the focus of systematic analysis. The complaints managers' interviews are supplemented with documentary analysis of job descriptions and person specifications of NHS complaints managers and email interviews with 'NHS complaints experts' (who are not complaint managers) who have a specialist knowledge of the complaints manager role. Three key areas emerged as the principal findings of the research: *The complaints manager's role encompasses inherent contradictions, regardless of the personal style or individual approach of the complaints manager; *Complaints managers exhibited opposing stances (that is very different responses/ reactions) to the inherent contradictions in their role in relation to 'organization orientation' versus 'complainant orientation'; *There were different types of complaints managers. Accordingly, a typology of complaints managers was generated with specific reference to their responses and reactions to the inherent contradictions in their role, in terms of complainant orientation versus organization orientation. In conclusion, the thesis argues that there are without doubt fundamental contradictions in the role of NHS complaints managers in terms of reconciling complainants' rights with organizational requirements. However, ultimately, individual complaints managers respond and react very differently to the inherent contradictions in their role.
Category: Psychology

Complaints And Grievances In Psychotherapy

Author : Fiona Palmer Barnes
ISBN : 9781134743858
Genre : Psychology
File Size : 54.81 MB
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What is good practice when handling a complaint? What is the ethical basis of such practice? Fiona Palmer-Barnes pays equal attention to both these issues which are essential for psychotherapists and counsellors practising today. Drawing on her considerable experience of managing complaints for both the British Association for Counselling and the United Kingdom Council for Psychotherapy, she delineates the basics for putting in place a professional and ethical system of investigation and action. Illustrated by case examples, the handbook covers all aspects of complaints and grievance management: * competence * contract * confidentiality * mistakes or malpractice * principles for dealing with complaints * investigation * adjudication * sanctions * outcomes * appeals It includes useful addresses, current codes of ethics from major umbrella organizations, protocols and sample letters.
Category: Psychology

The Independent Police Complaints Commission

Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
ISBN : 0215529383
Genre :
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This report examines how well the Independent Police Complaints Commission (IPCC) is managing its resources, the adequacy of the IPCC's quality assurance arrangements and how far the IPCC has sought to assess the impact of its work. Complaints against the police of a serious nature requiring IPCC involvement led to it opening 100 independent investigations in 2007-08, compared to 31 in 2004-05. The IPCC also received 4,141 appeals about local police investigations which was a four-fold increase on the number in 2004-05. As a result of its increasing workload, the IPCC has found itself working at above full capacity. The IPCC has no formal quality control framework in place. The IPCC's Commissioners have not been formally approving all investigation reports, one of their key responsibilities. Public confidence in the police complaints system is essential. While the IPCC has commissioned research to look at levels of public confidence in the complaints system, it has not sought the views of complainants, police officers and appellants about their experiences of the IPCC's processes. The absence of feedback from those who have had direct experience of dealing with the IPCC is a significant oversight which the IPCC is now rectifying. There is a lack of clarity about who has responsibility for monitoring the implementation of IPCC recommendations. The IPCC accepts responsibility for recording each police force's acceptance or rejection of the recommendations following an investigation, but not for monitoring the implementation of the recommendations. The IPCC has, therefore, only limited evidence on the impact of its work.

The Code Of Federal Regulations Of The United States Of America

Author :
ISBN : STANFORD:36105063604677
Genre : Administrative law
File Size : 40.62 MB
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The Code of Federal Regulations is the codification of the general and permanent rules published in the Federal Register by the executive departments and agencies of the Federal Government.
Category: Administrative law