This article is from the source 'bbc' and was first published or seen on . It will not be checked again for changes.

You can find the current article at its original source at http://news.bbc.co.uk/go/rss/-/1/hi/scotland/tayside_and_central/7701188.stm

The article has changed 2 times. There is an RSS feed of changes available.

Version 0 Version 1
Public trust 'breakdown' warning Public trust 'breakdown' warning
(about 11 hours later)
There has been a "breakdown in trust" between people and public services, a watchdog has claimed.There has been a "breakdown in trust" between people and public services, a watchdog has claimed.
Scottish Public Affairs Ombudsman (SPSO) Professor Alice Brown said she received more than 4,000 complaints about public bodies last year. Scottish Public Services Ombudsman (SPSO) Professor Alice Brown said she received more than 4,000 complaints about public bodies last year.
She said many organisations were now learning from complaints they received.She said many organisations were now learning from complaints they received.
But Prof Brown said a common theme of complaints was "that they are the result of a breakdown in trust" between service user and service provider.But Prof Brown said a common theme of complaints was "that they are the result of a breakdown in trust" between service user and service provider.
In her annual report, she also revealed that some of the same problems continued to persist - such as complaints about planning or a lack of dignity in the treatment of vulnerable patients. There are issues that recur in health complaints together with growing concern about a lack of dignity in the provision of care and treatment Prof Alice BrownSPSOIn her annual report, she also revealed that some of the same problems continued to persist - such as complaints about planning or a lack of dignity in the treatment of vulnerable patients. There are issues that recur in health complaints together with growing concern about a lack of dignity in the provision of care and treatment Prof Alice BrownSPSO
The SPSO opened in 2002 to provide a one-stop shop for complaints from the public about services.The SPSO opened in 2002 to provide a one-stop shop for complaints from the public about services.
The organisation received 4,197 inquiries and complaints in 2007-08 - a decrease of about 1% from the year before.The organisation received 4,197 inquiries and complaints in 2007-08 - a decrease of about 1% from the year before.
Decisions were made on 2,881 complaints and the organisation dealt with 1,780 inquiries, helping people whether or not to pursue a complaint.Decisions were made on 2,881 complaints and the organisation dealt with 1,780 inquiries, helping people whether or not to pursue a complaint.
A total of 390 cases were investigated and reported to the Scottish Parliament - 24% more than in 2006-07.A total of 390 cases were investigated and reported to the Scottish Parliament - 24% more than in 2006-07.
In the report, Prof Brown said there was evidence "that there has been a shift in culture within the whole range of organisations that deliver public services, with complaints increasingly seen as a positive opportunity to learn from the public about their experience as users of services and to drive up improvement".In the report, Prof Brown said there was evidence "that there has been a shift in culture within the whole range of organisations that deliver public services, with complaints increasingly seen as a positive opportunity to learn from the public about their experience as users of services and to drive up improvement".
'Ongoing discontent''Ongoing discontent'
She added: "This contrasts with the rather negative and defensive approach that we sometimes encountered in the early years.She added: "This contrasts with the rather negative and defensive approach that we sometimes encountered in the early years.
"So while complaints may not yet be wholeheartedly embraced as jewels to be treasured rather than duels to be fought, responding to and handling complaints well is now more likely to be viewed as good business in the public sector and a key part of the wider improvement agenda.""So while complaints may not yet be wholeheartedly embraced as jewels to be treasured rather than duels to be fought, responding to and handling complaints well is now more likely to be viewed as good business in the public sector and a key part of the wider improvement agenda."
However, she warned that there was still more to be done, particularly as some of the same problems continued to persist.However, she warned that there was still more to be done, particularly as some of the same problems continued to persist.
"There are issues that recur in health complaints together with growing concern about a lack of dignity in the provision of care and treatment, especially to the most vulnerable patients," she said."There are issues that recur in health complaints together with growing concern about a lack of dignity in the provision of care and treatment, especially to the most vulnerable patients," she said.
"Planning cases too form a large proportion of complaints to the SPSO and are rooted in ongoing discontent or disagreement with the planning process and its outcomes."Planning cases too form a large proportion of complaints to the SPSO and are rooted in ongoing discontent or disagreement with the planning process and its outcomes.
"These types of cases, while significantly different in substance, often have a common theme in that they are a result of a breakdown in trust the relationship between the service user and the service provider, where the complainant may not longer have faith in, or feel they can depend on, public services.""These types of cases, while significantly different in substance, often have a common theme in that they are a result of a breakdown in trust the relationship between the service user and the service provider, where the complainant may not longer have faith in, or feel they can depend on, public services."