A report providing the Committee with an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2017 to 31 March 2018.

The Director of Adult Social Care and Health Services submitted a report providing the Committee with an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2017 to 31 March 2018.  A summary of the Adult Social Care Complaints and Compliments 2017/18 was attached to the report at Appendix A.

The report stated that during the period the service had received seven Corporate complaints and 77 Statutory complaints.

The report explained that the Council operated a one stage complaints procedure in respect of statutory complaints about Adult Social Care that had been made by ‘qualifying individuals’, as specified in the legislation.  ‘Qualifying individuals’ were defined in national guidance as the Service User or their appointed representative which could be a family member, friend or Advocate.  The timescale for responding to complaints was between 15 working days and three months, depending on the seriousness and complexity of the complaint.  The guidance provided a risk matrix to assist the Customer Relations Manager, who was the designated Complaints Manager for the Council, to assess the complaint.  The Council’s Corporate Complaints Procedure gave an opportunity for those who were not ‘qualifying individuals’ under the social services legislation, to still be able to complain about Adult Social Care.

Resolved –    That the report be noted.