The review of initial complainant conduct: a tool to assist in the early identification of unusually persistent complainants

Abstract

Background/Aims Previous research has identified a set of early warning signs of complainants most likely to become unusually persistent. Further research was recommended to devise a tool to assist in the early recognition of such complainants. This study aimed to devise and validate a tool to assist in the early identification of complainants who are most likely to become unusually persistent. Methods A 10-item tool (the review of initial complainant conduct) was developed using previously-identified warning signs. The tool was validated using retrospective data from a group of complainants taken from the Scottish Public Services Ombudsman. Results A revised eight-item review of initial complainant conduct tool provided optimum sensitivity and specificity. Complainants who scored two or more out of eight on the tool were five times more likely to become unusually persistent. Conclusions The review of initial complainant conduct is a valid, reliable tool for the early identification of complainants who are most likely to become unusually persistent. Its use would potentially allow appropriate management strategies to improve outcomes for complainants and for service improvements to be implemented.