35 Adult Social Care Customer Care Report for the year 1 April 2010 to 31 Mar 2011 PDF 68 KB
Minutes:
The Board considered a report of
the Strategic Director, Communities which provided an analysis of complaints, compliments and other enquiries
processed under The Local Authority Social Services and National Health Service
Complaints (
The Board was advised that the new complaints approach replaced a 3 stage process – an initial investigation and response, a detailed Stage 2 independent investigation and, where requested, a Stage 3 Review Panel hearing, to review the Stage 2 investigation. This had been replaced by a format where, right at the start, the Customer Care Team works with the person making the complaint to agree the details of the complaint and what would resolve it. At that point, how it was to be handled and the likely timescales, taking into account complexity and complainant’s availability etc, were explored and agreed, although they could be further negotiated as required.
The Board was further advised
that the new procedures allowed more
flexibility, focusing on getting the right outcome rather than satisfying any
defined process or timescale; which were now negotiated and agreed with the
complainant. It was found through evolving experience, that this approach was
more person centred and encouraged greater flexibility
in approach in finding solutions to complaints (e.g. mediation). However, it was reported that
a 2 stage approach
was sometimes still appropriate, with the second stage being invoked where it
became apparent that a more detailed investigation was required, which may
still be investigated by an independent person, or a more complex alternative
solution explored (e.g. through detailed
mediation or including other agencies).
As Stage 2 complaints were still employed, the had
been reported separately in the report.
It was reported that there had been 54 Statutory
Complaints closed at Stage 1 in the year, showing an increase of eight
from the previous year. Of those 54
there were four that had progressed to Stage 2. Of the 54 Statutory Social Care Complaints, 20 (37%) were upheld and 17
(31%) were partially upheld and 32% were not upheld. The categories of these complaints were set
out in the report.
In respect of Stage 2
complaints there had been 4. One an investigation had been undertaken by an
Independent Investigator with the other 3 being conducted internally by Senior
Managers. Three of these Stage 2 complaints had been partially upheld and one
had been completely upheld.
In addition, it was reported that the complaints system had been evaluated by
asking people how satisfied they were with the way their complaint was handled.
Of those who replied 82% were satisfied with
both the response and outcome of their complaint compared to 65% and 55%
respectively in the preceding year.
In conclusion, it was reported that compliments had been received across a broad range of service areas. The following list were examples of some of the compliments received:-