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 This had been replaced by a format where, right at the start, the Customer Care Team works with the person making the complaint to agree the details of the complaint and what would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:-
·
“Thanked
team for getting banister fitted 2 weeks after initial contact very happy with it
don't know how they coped without it.” ;
and
·
“Words
cannot describe the major impact that you have made on my journey to becoming
well again….”
The Board welcomed the report and noted that there
had been a small number of complaints considering the range of services the Council
provided. In addition, it was also noted
that the number of complaints had also reduced in comparison to last year.
In addition, the Board noted the joint complaints
protocol that had been agreed with the 5 Borough Partnership, Halton & St Helens
NHS, Knowsley and St Helens Council’s and local hospital
trusts on how complaints that concern more than one of the organisations would
be handled and that Intermediate Care would also follow the same principles.
It was suggested that a similar report on compliments
be presented to a future meeting of the Board.
RESOLVED: That
(1)
the report and comments raised be noted; and
(2) a report on compliments
be presented to a future meeting of the Board.
Supporting documents: