Agenda item

The Committee received the Adult Social Care Complaints and Compliments report for the period 1^st April to 30^th September, 2017 summarising the number and type of complaints and compliments received and the service area to which they related.

The following questions/issues were raised on the report:-

·        The Performance Review Officer in response to a question on the time frame for the processing and consideration of a complaint outlined to the Committee the two stage complaint process. That involved an acknowledgement letter being sent to the complainant within two working days of its receipt followed by the appointment of an investigating officer who would have 10 working days to investigate and seek to resolve the complaint. If the complaint could not be resolved within that time frame, an extension could be granted in exceptional circumstances, subject to the complainants consent. Following the resolution of the first stage, if the complainant was not satisfied with the outcome, the complaint could then progress to the second stage.

·        Reference was made to the comparatively low level of complaints received by the Department and views expressed that, for a variety of reasons, many in receipt of a care service, or their families, may be reticent to submit a formal complaint. It was enquired whether the term ‘complaint’ and the current definition and process was appropriate to both encourage and capture all concerns and/or dissatisfaction with the level of care provision.

·        Reference was also made to the importance of capturing all complaints and compliments to inform current service provision and future policy development. In that regard, concern was expressed that the report, as presented, by only identifying complaints/compliments made for Adult Social Services provided by the authority, did not provide an overarching and comprehensive picture of all complaint related issues within both the department via other processes of services provided directly by private care homes and domiciliary providers. It was therefore suggested that future reports should include sector wide complaint/compliment data.

·        Reference was made to the provision of care packages and to whether in order to gain an insight into people’s initial experience of care provision they could be requested to complete a feedback form approximately 6 weeks after commencement of the provision.

The Committee was informed that that information was currently collated by care providers in accordance with CSSIW requirements and also by the Council’s Commissioning Team as part of its contract monitoring role and a report thereon could be presented to a future meeting. As part of its return to the Welsh Government, the authority also liaised with service users and would be undertaking an additional survey to compliment that return. It was confirmed the question of issuing feed-back forms for all care packages could be discussed by the Practices and Process Board.

·        In response to a question on the late production of invoices for care, the Committee was advised that the situation had been recognised by the Department as an area of concern and was being addressed. It was, however, confirmed that the late production of invoices did not, in the main, result in non-payment.

One of the issues identified in respect of late payment related to dissatisfaction with the level of care provided. In that respect, work was being undertaken to improve communication with care users to explain the level of care to be provided and the cost implications.

·        In response to a question appertaining to persistent complainers, it was confirmed all complaints received by the service were considered and investigated.

UNANIMOUSLY RESOLVED: