I’d like to thank John for the incredible value he has added as part of our network over many years. He understands the challenges we face as complaints handlers and is adept in suggesting innovative solutions and sharing good practice. He will be missed, not just for his professional expertise, but perhaps more importantly as a trusted SPSO representative who clearly gets what our sector is about.
Complaints Network Chair – Scotland
In truth I was nervous about what he might tell us, however I thought John’s quiz at the beginning was a fantastic way to start the day. It showed that he did his research and really understood our performance. He engaged with us all and made the session fun. It was such a positive way to recognise the good work we are doing!
Director, Housing Association Scotland
John’s help in analysing our performance and suggesting ways to improve our complaints KPIs will serve us well. Understanding how to compare our performance with other Boards will also help us in areas of good practice. Thanks John!
NHS Performance Manager
I thought I was careful in my approach to investigations, however the tools and techniques shared by John Stevenson will help to ensure I take an even more thorough approach to produce quality outcomes.
Complaints Investigator, Local Government, Scotland
John has given me the confidence to deal with complaints now.
Frontline complaints handler, Local Government, Scotland
I really enjoyed Session 4 (Managing Problem Behaviour) with John and DESC. Have had it opened and been using it since this session and will definitely continue to use it.
NHS Complaints Handler Scotland
I enjoyed John’s session on Querulous Complainants, it was fascinating. I could see some of the traits he mentioned in some of the cases I have handled. I also really appreciated him sharing his own experiences of managing difficult behaviour as it added so much depth to the session and then finishing with the strategies was great as it provides some practical guidance for me to use.
NHS Complaints Manager, Scotland
John’s whole style was warm, engaging, clear and always linked to real life and practice. The way he shared his stories etc was lovely.
Consultant Royal College of Physicians event
I always love Dorothy’s sessions she’s such a brilliant presenter. Her story about personal and work Values really resonated with me.
NHS Complaints Manager, Scotland
I loved the course Dorothy. As discussed on the day, I found it nourishing. You helped to ensure that our small group clicked and was mutually supportive. Your experience shines through. I really enjoyed it.
NHS Complaints Handler, Scotland
Working from home sometimes feels like it is just me, a wee bit isolated. Dorothy’s course helped me realise that it wasn’t just myself that had to deal with it all. Normally I have the Fight Flight response, but I feel that the course helped me acquire the tools that I needed to not get angry and shout back.
Local Government Complaints Handler, Scotland
Where to begin? Paradigms, Compassion, Triggers, Amygdala Threats, Emotions, Empathy and so much more; your course has it all Dorothy. My personal favourite was the Japanese Bowl. Thanks
NHS Complaints Handler, Scotland
It was all brilliant. Recognising that we are the outlet for some customers and understanding that some things I can fix and others I cannot fix and need to escalate. I have also learned to recognise the basis of emotions, taking a step back and not taking it personally. Thought that the Soles of the Feet exercise was great! It was all really helpful Dorothy.
Housing Association Complaints Handler, Scotland
Dorothy’s style is warm and friendly. Her compassion and knowledge are clear to see, and she always seems to inspire my staff who attend her sessions. Oh, and her resource pack must be the best I’ve ever seen! I will use her again.
NHS Performance Manager, Scotland
All of the content was extremely relevant to my clinical practice (and indeed in my private life too!). Dorothy delivers a brilliant course. Maybe consider doing it in other parts of the country?
NHS General Practitioner, Scotland