Agenda item

The Panel had received a Report outlining the process for adult social care complaints, what was considered a complaint, types of complaints and the process for conflict resolution and mediation. 

The Assistant Director drew attention to some comparisons between 2019/20 and 2020/21 in the Annual Report, including the rise from 7 to 30 in complaints related to Provider Services.  It was hoped that Providers would resolve complaints directly, however, it was known that some of these were due to Care Home visiting arrangements as a result of the COVID-19 pandemic.

Financial Assessments and Direct Payments had seen a rise from 18 to 33 complaints.  This was mainly attributed to providers requiring personal protective equipment during the pandemic and costs escalating.

The number of compliments had increased from 156 in 2019/20 to 267 in 2020/21, which was well received.

In the ensuing discussion, the following main points were raised:

·         There had been a significant rise in the number of complaints related to Standard of Service Delivery (from 11 in 2019/20 to 118 in 2020/21) and it was agreed that further detail would be provided to the Panel

·         It was noted that the Consumer Relations Unit was using a new database which meant that future reports could be more meaningful

·         In response to an increase in complaints about confidentiality, the Assistant Director stressed that often it was about perceptions and it was often hugely appropriate to share information

·         In terms of the independence of the Consumer Relations Unit, the Panel was advised that that Unit comprised Council employees who were not part of the People Directorate and provided an independent view to the Directorate and would commission external investigators as appropriate.  All complaints were risk assessed and followed a process of investigation

·         The Director was clear that she took any complaint and compliment seriously and assured the Panel that Senior Leaders wanted to learn from the process and to understand the content of the complaint

·         A Member asked about the audience of the Annual Report, to be informed that it was a statutory requirement to produce the Report and publish it on the Council website.  The Panel agreed to add the Annual Report to its Work Programme

·         In response to a Member commenting that residents must find it difficult to navigate the social care system, it was reported that Healthwatch had recently undertaken some work on this topic

·         It was clarified that at present, if one complaint covered a number of service areas, it would be classed as one complaint

·         Legislation suggested a maximum of six months to respond to a complaint, however, the Council had set a time limit of 35 working days for the completion of complaints, which could be extended if complex

·         When asked whether Providers ever delayed the process, it was reported that the Council’s Quality Assurance Team and Commissioning Team would be alerted, possibly resulting in contractual changes.

The Healthwatch Representative was invited to comment and wondered whether learning was taken from complaints which were withdrawn, to be informed that if it was a Provider complaint, it would be evaluated to establish whether it could be looked at by the Council.

The Panel was advised by Officers that if residents wished to make a complaint, the Consumer Relations Unit was the correct channel.