The Chair welcomed all those present to this meeting of the Corporate Scrutiny Committee and he extended a particular welcome to Miss Awen G. Maple who was in attendance in her capacity as Denu Talent Assistant.

To receive any declaration of interest by any Member or Officer in respect of any item of business.

No declaration of interest was received.

To present the minutes of the previous meeting of the Corporate Scrutiny Committee held on 3 June, 2019.

The minutes of the previous meeting of the Corporate Scrutiny Committee held on 3 June, 2019 were presented and were confirmed as a correct record.

To present the draft Annual Report for 2018/19.

The Director’s Annual Report on the effectiveness of Social Services in 2018/19 was presented for the Committee’s consideration. The report is produced in accordance with statutory requirement and seeks to promote awareness and accountability for the performance and progress made over the past year in delivering Social Services within the Council as well as outlining the improvement priorities for the forthcoming year.

The Interim Director of Social Services and Head of Adults’ Services said that he would firstly like to thank Dr Caroline Turner, his predecessor who was in post for most of 2018/19, for her work and support over the course of the past two years. The Officer said that it was pleasing to be able to report on the progress made collectively across both Children and Adults’ Services in this the fourth Annual Report which Anglesey has issued under the Social Services and Well-being Act 2014.The good work in Children’s Services has culminated in an inspection by Care Inspectorate Wales in 2018 which showed good progress but that this must continue on order to further strengthen services and practices.

Over the last 12 months there have been a number of developments within Children’s Services of which the Service is proud including the underpinning of all work by the Improving Practice Quality Framework designed to govern and guide the workforce; the formulation of a Teulu Môn Engagement Strategy as well as the Stepping Forward Service which aims to further strengthen families who no longer require statutory support but continue to need guidance. The New Offer to Foster Carers employed by the Council has been implemented which it is hoped will increase the Council’s ability to recruit foster carers and assist them to offer the best support to fostered children.

Likewise, Adults’ Services have been able to make progress in their goal to support adults to remain independent in their own homes reflected in the opening of the new Hafan Cefni Extra Care Unit. In partnership with BCUHB, the Service has successfully commissioned new domiciliary care provision for residents from area based providers. Mental Health Support Services have strengthened their focus on helping individuals to improve their well-being through group health and fitness sessions and through engagement in sporting activities on their path to recovery.

Looking forward, whilst 2019/20 continues to hold further challenges for both Adults’ Services and Children and Families’ Services, it is considered that both services are well placed to meet them. The Social Services’ staff were thanked for their work throughout the year and it was acknowledged that without their commitment and dedication, the many achievements to which the annual report is testament would not have been possible.

In considering the Annual Report, the Committee was agreed that in its message it notes many successes from which the Council can take assurance and encouragement. The Committee recognised that Social Services is a complex area where the challenges of a changing demographic, growing demand and cost pressures can be felt acutely and that securing progress and improvement  ...  view the full minutes text for item 3.

To present the Social Services’ Complaints Procedure Annual Report for 2018/19.

The Annual Report on the operation of the Social Services’ statutory Representations and Complaints Procedure for the period from April, 2018 to the end of March, 2019 /19 was presented for the Committee’s consideration.

In synopsis, the report showed that –

•           A total of 212 positive comments were recorded during the year – a flavour of which was provided in the report (68 for Children and Families Services and 144 for Adults’ Services) – a small decrease on the total of 232 in 2017/18 but higher than the 202 received in 2016/17.

•           A total of 59 negative comments/concerns were logged by the Complaints Officer during the year – 49 for Children and Families Services (up from 32 in the previous year) and 10 for Adults’ Services (down from 11 in the previous year). This should be looked at in the context of a decreasing number of official complaints which suggests that more concerns are being resolved informally avoiding escalation to Stage 1 of the Complaints Procedure.

•           A total of 44 Stage 1 complaints were recorded (51 in 2017/18) dividing into 14 for Adults’ Services and 30 for Children and Families Services) and 8 Stage 2 investigations were carried out (9 in 2017/18) - 6 in Adults’ Services and 2 in Children and Families Services.

•           In respect of performance in responding to Stage 1 complaints within statutory timescales, in Children and Families Services 80% of complainants were offered a discussion (24 out of 30) within timescale which is slightly down on the 82% in 2017/18 whilst 57% (17 out of 30) received a written response within timescale which is a slight increase on the 55% in 2017/18. For Adults’ Services, 92% of complainants were offered a discussion within timescale (12 out of 14) which is up from 62% in 2017/18 and 64% received a written response within timescale (9 out of 14) which is up from 31% in 2017/18.

The Portfolio Member for Social Services said that the number of compliments received is very encouraging and is reflective of the improvements overall in Social Services; however this is not to disregard the fact that there have also been negative comments about aspects of services which Social Services will look at and learn from. The Designated Complaints Officer has put in place a process for ensuring that complaints are responded to in a consistent and timely way and much investment has also made in Stage 1 of the process in local resolution of complaints.

The Interim Director of Social Services / Head of Adults’ Services said that although response times have improved particularly in Adults’ Services, the Service has set an objective of achieving a 100% response within timescale which it will work towards. An Action Plan has been formed to further strengthen complaints management during 2019/20 and is attached at Appendix 2 to the annual report.

The Committee in considering the report sought clarification of whether any of the complaints were workforce related and how would any  ...  view the full minutes text for item 4.