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 2022.

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 2021 to 31 March 2022.  A summary of Adult Social Care Complaints and Compliments 2021/22 was attached to the report at Appendix A.

The report stated that over the period from 1 April 2021 to 31 March 2022 the service had received 20 corporate complaints, which was a 17.6% increase compared to the 17 that had been received in 2020/21, and 93 statutory complaints, which was a 31% increase compared to the 71 that had been received in 2020/21.  Of the complaints 18 had progressed to formal investigated and 66.7% had been responded to within timescales.

The main themes for the period 2021/22 for both corporate and statutory complaints were as follows:

·         Quality of Service Provided

·         Financial Issues

·         Staff Conduct

·         Communication

Between 1 April 2021 and 31 March 2022, the Local Government & Social Care Ombudsman (LGSCO) had received sevne representations; which was two more than the previous year.  Of the cases three had been investigated and upheld, two cases were referred back to the Council, and two had been assessed and not investigated. The LGSCO did not issue any findings of maladministration by the Council.

Also 10 compliments had been received by the Adult Social Care Teams:

Community Reablement Team – 1

Hospital Discharge Team – 1

Locality Team – 6

Safeguarding – 1

Short Term Team - 1

It was noted that the report was open, transparent, easy to access and interpret.

Complaints were recorded as no outcome when there was no evidence to substantiate a complaint.  However, all complaints were reviewed by a director and learning would be actioned and improvements made, for all complaints including those recorded as no outcome, if necessary.

All complaints were reviewed by officers through a quality assurance board.  It was noted that many complaints resulted from a lack of communication.  Improvement was then embedded into the service following learning from complaints.  Also, service users were randomly contacted to request feedback so that improvements could be made where necessary. Information on external providers was also collated and the commissioning team contacted to provide a quality assurance regime.  Compliments collation was also important so that learning from good areas of work could be understood and staff praised for their good work.

It was noted that all managers spent time with the Customer Relations team, this was part of the staff induction process and staff were supported to understand processes.

Resolved –    That the report be noted.