A report providing an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2019 to 31 March 2020.

The Executive Director of Social Care and Health 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 2019 to 31 March 2020.  A summary of Adult Social Care Complaints and Compliments 2019/20 was attached to the report at Appendix A.

The report stated that over the period from 1 April 2019 to 31 March 2020 the service had received 13 corporate complaints, which was a 44.4% increase compared to the nine that had been received in 2018/19, and 84 statutory complaints, which was a 16.7% increase compared to the 72 that had been received in 2018/19.  During the same period a total of 28 compliments had also been received.

The main themes for the period 2019/20 for both corporate and statutory complaints were as follows:

·         Quality of service which had been provided;

·         Financial issues;

·         Staff conduct;

·         Communication.

Seona Douglas, Executive Director of Social Care and Health, told the Committee that learning events had been set up, to which over 100 staff had attended, to look at complaints and the main themes associated with the complaints and as a result the standard of complaint responses had improved.  The aim was for these events to be held annually.  Officers were also written to and thanked when compliments were received.

Resolved –    That the report be noted.