Agenda item

Report of the Deputy Chief Executive (People)

Further to Minute 39/18 the Cabinet Member considered a report of the Deputy Chief Executive (People) regarding complaints and representations to Adult Social Care.  Appended to the Cabinet Member report were the Adult social care complaints and representations annual report 2018/19 and the Complaints handling guidance.

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. There was also a duty under the regulations to produce and publish an annual report.

The report set out details of the complaints and representations across Coventry’s adult services in 2018/19.  It highlighted the service improvements and learning from feedback and included information on future developments in complaint handling and reporting.  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 were 48 statutory complaints made within the year, compared to 59 in 2017/18.  23 (48%) of these complaints were fully or partially upheld, compared to 35 (59%) in 2017/18.In addition, three informal complaints were received in 2018/19, down from 10 in 2017/18.  These were complaints resolved/handled at the point of delivery.  In line with the 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 2018/19, the Local Government and Social Care Ombudsman (LGSCO) considered 10 complaints or enquiries to adult social care, of which one was investigated and upheld.  This was an increase from 8 complaints or enquiries and one upheld in 2017/18.  

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 prescribed timescales for the resolution of complaints, the Council’s 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 supplies additional information/evidence part way through an investigation.  In 2018/19, 55% of complaints (26 of 48) were resolved within 20 working days, up from 52.5% a year ago (31 of 59).

Appendix I set out the trends in complaints and representations across adult services in 2018/19.  It highlighted the service improvements and learning from feedback and included information on future developments in complaint handling and reporting.  Key issues for 2018/19 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.  Appendix II set out the Council’s complaints handling guidance.

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

·  Communication with and support for complainants

·  Identifying trends using technology

·  Monitoring complaints received by the providers

Officers confirmed that complaints to providers would be considered during contract monitoring and quality assurance.  Complainants were contacted as part of the process and support was available.  Officers would work on analysis of trends for future reports.

RESOLVED that the Cabinet Member approve publication of the Council’s Annual Report in relation to complaints and representations in Adult Social Care in 2018/19.