Agenda item

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 such complaints be dealt with.

The Interim Director of Social Services / Head of Adults’ Services said that any such complaints are addressed mainly at Team Manager level and support is provided to staff as part of the investigation process and their views are sought. An allegation relating to conduct or safeguarding could also be dealt with under the more formal safeguarding process – the Officer confirmed that no such matter had arisen in Adults’ Services nor Children and Families’ Services in 2018/19.

It was resolved –

•           To note the view of service users received during 2018/19 regarding the services provided by Social Services.

•           To note the performance of Social Services in implementing the Representations and Complaints Procedure and in dealing with complaints.

•           To note the Action Plan for developing the arrangements for dealing effectively with representations and complaints received from service users and their representatives.

NO FURTHER ACTION WAS RECOMMENDED.