A report providing an overview of complaints, compliments activity and performance for Adult Social Care for the period from 1 April 2021 to 31 March 2021.

The Executive Director of Social Care and Health submitted a report providing an overview of complaints and compliments activity and performance for Adult Social Care for the period from 1 April 2020 to 31 March 2021.  A summary of Adult Social Care Complaints and Compliments 2020/21 was attached to the report at Appendix A.

The report stated that over the period from 1 April 2020 to 31 March 2021 the service had received 17 corporate complaints, which was a 30.8% increase compared to the 19 that had been received in 2020/21, and 71 statutory complaints, which was a 15.5% decrease compared to the 72 that had been received in 2020/21.  During the same period a total of 28 compliments had also been received.

The main themes for the period 2020/21 for both corporate and statutory complaints were as follows:

• Quality of Service Provided
• Financial Issues
• Staff Conduct
• Communication

Members of the public were provided with an opportunity to respond to an investigation report and invited to meet for a further discussion if necessary.

It was noted that complaints were dealt with at the earliest opportunity to prevent further progression and provide improvement in services.

Resolved –    That the report be noted.