Agenda item

Report of the Deputy Chief Executive (People)

The Cabinet Member considered a report of the Deputy Chief Executive (People) regarding the annual report for Adult Social Care complaints and representations 2017/18.

The report noted that Adult Services had a statutory 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.  The system provided a means for resolving issues and listening to the views of those who use or were affected by adult services.  Where things had gone wrong it enabled the Council to put things right, learn from the experience and make the necessary improvements.  There was also a duty under the regulations to produce and publish an annual report.

The report set out the details of the complaints and representations across Coventry’s Adult Services in 2017/18.  It highlighted the service improvements and learning from feedback and included information on future developments in complaint handling and reporting.

The report noted that there were 59 statutory complaints made within the year, compared to 67 in 2016/17 and 54 in 2015/16.  35 (60%) of these complaints were fully or partially upheld, compared to 37 (55%) in 2016/17 and 61% in 2015/16.  10 informal complaints were received in 2017/18, down from 13 in 2016/17.  These were complaints resolved/handled at the point of delivery. In line with our complaints policy and in line with best practice, most concerns were dealt with on an informal basis, for example, by social care providers; and may not be reflected in the figures in this report.

In 2017/18, the Local Government and Social Care Ombudsman (LGO) considered 8 complaints or enquiries to adult social care, of which one was investigated and upheld.  This was a decrease from 13 complaints or enquiries and eight investigations and seven upheld in 2016/17.

The report also noted that Adult Social Care services were committed to learning from customer feedback.  Where complaints highlighted that things had gone wrong, managers must identify any remedial and developmental action required to improve service delivery.  Feedback from compliments provided an equally valuable message; clearly affirming when services made a difference and personal qualities had added value to the outcome for users and carers.

While there were no externally prescribed timescales for the resolution of complaints, the Council’s internal guideline was to resolve complaints within 20 working days.  Performance on this standard was monitored by the Adult Social Care Management Team.  It was normal practice to inform complainants should an extension be required.  Most often, extensions were sought due to the complexity of particular complaints, including where the complainant supplied additional information/evidence part way through an investigation.  In 2017/18, 52.5% of complaints (31 of 59) were resolved within 20 working days, up from 48% a year ago (32 of 67).

Appendix I to the report set out the trends in complaints and representations across Coventry’s Adult Services in 2017/18.  It highlighted the service improvements and learning from feedback and included information on future developments in complaint handling and reporting.  Key issues for 2017/18 included: improving communication between commissioning and providing bodies, responsibilities of providers in relation to service users making “unwise” decisions; and delays / waiting time for assessment decisions.  Also appended to the report were the Council’s complaints handling guidance.

The Cabinet Member and Shadow Cabinet Member discussed the following areas with the officers present:

·  Evidence of learning

·  Mechanisms for formally recording compliments

Officers commented on the small number of complaints received in relation to the number of people supported.  The learning from themes included timeliness of assessments and the positive effect of the new booking system and additional staff in the adult disability team.

RESOLVED that the Cabinet Member approve publication of the Council’s Annual Report in relation to complaints and representations in Adult Social Care in 2017/18.