Lettera del Garante dei diritti inviata alla dirigente dell’Istituto comprensivo di Senigallia, all’Ufficio scolastico regionale e all’Autorità nazionale garante per l’infanzia e l’adolescenza.

Non può andare in gita a causa di problemi legati alla pedana dell’autobus che permette l’accesso ai diversamente abili. Protagonista, lo scorso 29 aprile, un ragazzo di 12 anni che frequenta la scuola “Marchetti” di Senigallia. Venuto a conoscenza della situazione il Garante dei diritti, Andrea Nobili, ha deciso di chiedere chiarimenti alla dirigente dell’Istituto Comprensivo, attraverso una lettera fatta pervenire anche all’Ufficio Scolastico regionale e all’Autorità nazionale garante per l’infanzia e l’adolescenza.

Dopo aver fornito il quadro complessivo della normativa vigente, lo stesso Nobili - che è anche Garante regionale per l’infanzia e adolescenza - fa presente come proprio quest’ultima preveda che “gli istituti interessati approntino sistemi organizzativi che tengano conto delle esigenze e delle difficoltà dell’alunno con disabilità, valutando il luogo da visitare, il trasporto da utilizzarsi, il programma delle visite e l’accessibilità di relativi spazi e servizi”. Viene ricordato, infine, che “è in capo all’istituzione scolastica l’obbligo di messa in atto di tutti gli accorgimenti necessari, affinchè l’alunno con handicap possa partecipare al viaggio d’istruzione”.

Issue 24 of the Public Services Ombudsman for Wales’ Casebook (January – March 2016) has been published. The Casebook is a collection of summaries of cases dealt with in the previous quarter. This month also sees the eighth edition of the Code of Conduct Casebook. In this edition, Nick Bennett looks back over the previous year including the introduction of the two-stage Public Interest Test for code...

Ombudsman Peter Tyndall has today issued guidelines to public service providers on the importance of giving a proper apology if things go wrong.  The ‘Guide to Making a Meaningful Apology’, is aimed at government departments, local authorities, the HSE and other providers of public services when dealing with complaints from the public.

Ombudsman Peter Tyndall said:

“Many people who complain to my Office about public services tell me that what they are looking for is for the service provider to acknowledge that something went wrong and to receive a meaningful apology. People tell us they want to be listened to. They want to be reassured that lessons have been learned and that the same mistake does not happen again.”

The Guide explains what a meaningful apology is, what people want from an apology as well as the benefits of getting apologies right.

The Ombudsman has found that, on many occasions, complaints could have been avoided if an apology had been given by front line staff or a senior manager.

The Ombudsman added:

“An apology is not a sign of weakness. Rather, it can be a sign of strength and it can show that public service providers are willing to learn when something has gone wrong. It can also show that a service provider is committed to putting things right. To apologise is good practice and it is an important part of effectively managing complaints.”

The Ombudsman’s ‘Guide to Making a Meaningful Apology’ is available on the Ombudsman’s website.

Prof. De Leo berät bei Schadenersatzansprüchen und in anderen Patientenangelegenheiten.