Workshop: Reforming the system for complaining about adult social care

Join the University of Glasgow and University of Stirling for a workshop on reforming the system for complaining about adult social care.

Providers of adult social care services are invited to take part in an online workshop which will explore the potential to reform the system for complaining about adult social care in Scotland. The workshop for service providers will take place between 10.00 and 12.30 on Tuesday 13 May 2025.

The workshop is being organised by the University of Glasgow and the University of Stirling, as part of a project funded by the Economic and Social Research Council. The project team includes Prof. Chris Gill, Dr. Fiona Sherwood-Johnson, Prof. Richard Simmons, and Niki Maclean.

This is a knowledge exchange project that seeks to:

• build on existing research about current complaints handling policies, procedures and practices by adult social care providers;
• build on previous and ongoing discussions about reforming complaints systems;
• draw together the expertise of key stakeholders, including people who use services and carers, social care providers, advice and advocacy groups, local and central government, regulators, commissioners, and ombudsmen.
• develop an innovative vision for a reformed complaint system and a pathway for implementing that vision in practice.

They hope that the workshop will benefit you and other participants by providing an expert forum in which to reflect on and discuss issues regarding the design and operation of complaint systems in adult social care. The findings of the workshop will inform the agenda of a Policy Lab which will be set up following the conclusion of the workshop series. The Policy Lab will bring together key stakeholders who are interested in taking these conversations further and developing concrete policy proposals for improving how complaints are handled by adult social care providers in Scotland.

If you are interested in attending the workshop, or for more information, please email Fiona Sherwood-Johnson: f.c.sherwood-johnson@stir.ac.uk.

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