Agenda item

Report of Director of Adult Services and Housing

The Cabinet Member considered a report of the Director of Adult Services and Housing which indicated that Adult Services have a statutory duty arising from the Local Authority Social Services and National Health Services Complaints (England) 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 provides a means for resolving issues and listening to the views of those who use or are affected by adult services. Where things have gone wrong it enables the Council to put things right, learn from the experience and make the necessary improvements.

There were 50 statutory complaints made within the year 2021/22, compared to 35 in 2020/21. 22 (44%) of these complaints were fully or partially upheld, compared to 24 (68%) in 2020/21.  Most informal complaints are received by social care providers but occasionally complaints received by the Council are dealt with on an informal basis where appropriate. In 2021/22, 21 informal complaints were received compared to 6 in 2020/21. The report indicated that these are complaints resolved /handled at the point of delivery. In line with the Council’s complaints policy and best practice, most concerns are dealt with in an informal basis, for example by social care providers, and may not be reflected in the figures contained in the report.

In 2021/22, the Local Government and Social Care Ombudsman (LGSO) considered 9 complaints or enquiries regarding Adult Social Care, of which 2 were investigated and upheld. This is the same as 9 complaints or enquiries with 3 upheld in 2020/21. Adult Social Care Services are committed to learning from customer feedback. Where complaints highlight where matters have gone wrong, managers must identify any remedial and developmental action required to improve service delivery. Feedback from compliments provides an equally valuable message; clearly affirming when services make a difference and personal qualities have added value to the outcome for users and carers The following learning point examples were detailed:-

·  Improvements in communication in relation to when assessments are delayed and to ensure that processes and outcomes are completed in a timely manner and a prompt resolution to enquires are sought.

·  Advice could be given to social workers that they can offer carers assessments to anyone providing informal care, regardless of the care in place for the cared person.

·   Processes to be reviewed in intake to ensure persons/families are contacted and appropriately supported through the safeguarding process, and any necessary care changes.

·  Continued staff training to ensure care providers leave properties secured

While there are no externally prescribed timescales for the resolution of complaints, the Council’s internal guideline is to resolve complaints within 20 working days. Performance on this standard is monitored by the Adult Social Care Management Team. It is normal practice to inform complainants should an extension be required. Most often, extensions are sought due to the complexity of particular complaints, including where the complainant supplies additional information/evidence part way through an investigation. In 2021/22,64% of complaints (32 of 50) were resolved within 20 working days, compared to 49% (17 of 35) a year ago.

An appendix to the report set out the trends in complaints and representations across Coventry’s adult services in 2021/22. It highlights the service improvements and learning from feedback and includes information on future developments in complaint handling and reporting. Key issues for 2021/22 include: communication between adult services and service users: decisions: and delays/waiting time for assessment decisions and managing service users’ expectations.  A further appendix to the report set out the Council’s complaints handling guidance.

RESOLVED that the Cabinet Member for Adult Services approves the publication of the Council’s Annual Report in relation to complaints and representations in Adult Social care in 2021/22.