Issue - meetings

Report of the Executive Director, People

The Cabinet Member considered a report of the Executive Director, People, which presented the annual report on complaints and representations received in Adult Social Care from April 2013 to March 2014.

The report had also been considered by the Health and Social Care Scrutiny Board (5) at its meeting on 19^th November 2014 and a briefing note detailing their consideration of this matter was appended to the report.

The Adult Social Care Services had a duty arising from the Local Authority Social Services and National Health Services Complaints Regulations 2009, to provide a system for receiving complaints and representations from people who use its services, or those acting on behalf of users.  There was also a duty under the regulations to produce and publish an Annual Report.

The report provided details of the complaints and representations received across the Adult Social Care Service in Coventry.  In summary, 61 formal complaints were received, which represented less than 1 per cent of the 9,208 people who contacted the service during 2013/14 and the 7,227 people who received support. This was a reduction on the number received in the previous year, where there had been 81 complaints.  The Annual Report was provided in full at Appendix A to the report.  It was highlighted the service improvements and learning from feedback and included information on future developments in complaint handling and reporting. 

RESOLVED that the Cabinet Member (Health and Adult Services):

1.  Notes the comments from the Health and Social Care Scrutiny Board (5)

2.  Endorses the content and approves the issuing of the report.