Learning from complaints in organisations

Most organisations receive complaints from their end-users and stakeholders, and this feedback can be essential for both correcting problems and driving innovation. However, many organisations struggle to learn from complaints. As a result, opportunities for improvement can be lost and problems that threaten the organisation can escalate and grow.

In this talk, Dr Tom Reader will explore LSE research looking at how, through culture change and harnessing artificial intelligence, healthcare organisations can improve quality and safety by learning from the insights contained within complaints sent by patients and families.

Dr Tom Reader is a psychologist, and expert on organisational culture. He directs the MSc in Organisational and Social Psychology, and leads the Culture and Risk Research Unit.

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