A report providing an overview of complaints, compliments activity and performance for Adult Social Care for the period from 1 April 2023 to 31 March 2024.

The Committee received a report providing an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2023 to 31 March 2024.  A summary of Adult Social Care Complaints and Compliments 2023/24 was attached to the report at Appendix A. Nayana George,Information Rights Services Manager, provided an overview to the Committee.

The report stated that over the period from 1 April 2023 to 31 March 2024 the service had received seven corporate complaints, which was a 30% significant decrease compared to the 10 that had been received in 2022/23, and 50 statutory complaints, which was a 55.1% decrease compared to the 89 that had been received in 2022/23.  There were no requests for a corporate Stage 2 investigation during this period.

The main themes for the period 2023/24 for both corporate and statutory complaints were:

• Quality of Service Provided
• Staff Conduct
• Financial

Between 1 April 2023 and 31 March 2024, the Local Government & Social Care Ombudsman had received two representations from dissatisfied service users for issues relating to Adult Care & Health Services, which was three less than the previous year. Of these two cases, one was about the Council’s financial assessment and the customer’s assessed contribution which the LGSCO had investigated, the outcome was no fault found, the remining one was about adult social care provided at home which was deemed premature and investigated at the LGSCO’s request by the Council. The Council shared the findings with the LGSCO who closed the case without further investigation.

In the year 2023/2412 compliments were received in comparison to the previous year when six were recorded.

Resolved –

(1)           That the contents of the report be noted;

(2)           That the action taken in response to learning from complaints, as described in the summary at Appendix A to the report, be noted.