Louise Church introduced this item, which
reported back on the customer feedback received during 2021/22.
Adult Social Care
services received four types of feedback, comprising comments,
compliments, complaints and questions. There were 640 cases created
during 2021/22 which was an increase of nearly 14% on the previous
year. The report set out the different channels which customers
could use to provide feedback and the increasing use of digital
services through creating a ‘self-account’. During this
period, the volume of cases processed and closed (191) had
increased by almost 14% on the previous financial year.
referenced the service level targets for timeliness of response. It
then provided a summary of complaint causes, complaints made to the
Local Government and Social Care Ombudsman (LGSCO) and learning
from feedback. The report provided notable highlights, including a
new system and procedures to support better compliance with
complaint responses and learning from customer feedback. An
appendix to the report provided detailed information on the
customer feedback received during this period, including graphs and
tables to highlight the key data.
Members reviewed the report and appendix,
raising the following points:
- Reference to a table in the
appendix, giving complaint case data and specifically that relating
to Adult Strategic Commissioning. It was questioned if this was
linked to care packages. Similarly, more information was sought on
the data for adult older people in Stratford and increased cases
linked to adult mental health.
- Louise Church noted that there was
an increase in complaint cases around care homes and domiciliary
care services. Reviews took place with care providers to look at
such cases, take learning from them and especially around quality
assurance aspects. Becky Hale provided background on how such
complaints were routed previously, the changes implemented and how
they were now handled in conjunction with relevant teams within the
County Council. Largely it involved liaison with service providers
to undertake internal investigations. There had been an increase in
the number of complaints, but also the data was due to the way in
which complaints were now managed. She then touched on the quality
assurance and contract management aspects in assessing risks and
determining required assurance activity, customer and provider
- More information was sought on the
increased complaint cases linked to mental health. It was confirmed
this concerned adult social care operational teams linked to mental
health. There had been a small increase in complaint cases in this
area. Context was provided that the data reported showed which
section was leading on the complaint and there could be overlaps in
some cases between commissioning and frontline services. An example
was given to demonstrate this.
- There had been an increase in
complaints around finances, where people were not happy with their
financial assessment and the increase in contributions required.
This was likely to increase further as part of the adult social
- An outline was given on learning
from complaints and the use of briefing notes for teams to improve
practice. A recent example was improving ...
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