Report to Adults Health and Social Care Scrutiny Panel Name of

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Report to Adults Health and Social Care Scrutiny Panel Name of
8
Report to Adults Health and
Social Care Scrutiny Panel
Name of Scrutiny Panel
ADULT HEALTH & SOCIAL CARE
Meeting Date
Subject
Wards Affected
ADULT SOCIAL CARE COMPLAINTS & COMPLIMENTS
REPORT
ALL
Report of
DIRECTOR, ADULTS HEALTH AND SOCIAL CARE
Type of Item
(please tick )
Review existing policy
Development of new policy
Performance management (inc. financial) 
Briefing (inc. potential areas for scrutiny)
Statutory consultation
Council request
Cabinet request
Member request for scrutiny (CCFA)
Why is it coming here?
The purpose of this report is to provide Members with information regarding complaints and
compliments received by Adult Health and Social Care Services. The reporting period covered by
the report is from the 1st April 2016 to 31st March 2017.
What are the key points?
During this reporting period Adult Social Care received a total of 124 representations including 59
compliments.
The report provides an outline and analysis of the nature and type of complaints received. Adult
Health and Social Care services respond to all complaints by following the statutory procedures
and seek to learn and improve services as a result of complaints received.
Possible courses of action
Members are asked to consider and comment on this report.
Contact Officer
Sarah Richardson, Customer Access Manager
Should this report be exempt?
No
Report to Scrutiny Panel
Background
The NHS and Community Care Act 1990 require the Local Authorities to set procedures for
dealing with Adult Social Care Services complaints and representations from service users or
people advocating on their behalf. The Act requires systems to be in place to provide feedback
on complaints to the management of services provided. In Calderdale Members receive Annual
reports monitoring complaints and compliments received. This report outlines all representations
received in the period 1 April 2016 to 31 March 2017
Main issues for Scrutiny:
1. Overview
During this period total of 124 representations were received. These were categorised in the
following way:




comments (feedback which doesn’t require action in terms of a response)
complaints (feedback requiring investigation and response)
LGO complaints
compliments were also received during this period.
1
59
7
57
The number of complaints has decreased from 61 in 2015/16 to 59 within 2016/17.
120
96
100
80
61
60
54
61 59
2012-13
2013-14
40
24
20
12
2014-15
19
6
1
8
2015-16
7
3
4
1
0
0
3
3
0
comments
concerns
complaints
other/LGO
7
2016-17
2. Outcome of Complaints Received.
Of the 59 complaints that were received, 2 are open cases at the time of writing this report.





16 were upheld
11 were not upheld
22 were partially upheld
8 were withdrawn by the complainant
2 ongoing Complaints
50
44
45
40
40
38
35
2012-13
30
30
28
2013-14
27
2014-15
25
22
20
2015-16
21
2016-17
19
18
15
12
11
10
10
6
5
2
0
Upheld or Partially
Upheld
Not Upheld
Other
Type of Concern / Complaint:
The chart below shows the types of complaints that were received.
35
30
30
Change of Service
25
Communication
20
Decision
15
Service level/quality
8
10
5
2
7
2
1
0
Complaint type
Support
Staff conduct
There are no statutory timescales for responding to individual complaints however a 15 working
day timescale is used as a general guide to measure performance. Timescales for responding
to complaints has improved in many areas, however this still needs to improve further and
additional support is being offered by the Complaints Team.
Below is a comparison of response times by each service area
Service Area
complaints closed
Average Response time complaints closed
Average Response time
2015-16
2015-16
2016-17
Assessment/Care Management
7
33.42
0
Day Services
1
5
3
53.66
Gateway to Care
4
1
14
25.92
Home Care
17
20.6
14
Hospital Social worker
3
26
5
24.36
20
Learning / physical disabilities
1
38
3
17.5
Localities teams
12
47.63
1
18
Mental Health services
2
38
20.33
1
6
Older people
5
3.2
3
26.33
Residential Homes
7
20
4
19.5
Safeguarding
2
103
5
10.4
Support and planning
0
-
6
35.33
Trend
2016-17
20
Members asked last year for information relating to complaints relating to Home Care providers
and the following chart details these:
2.5
2
2
1.5
1
1
0.5
0
1
1
Examples of the complaints

“The level of care received by mother wasn’t acceptable and they were only bothered
about her taking her medication.”

“Inconsistent care by the provider”
Learning

Where there are repeat concerns within safeguarding ensure duty is aware of past
concerns and not simply to see the concerns raised as a one off.

Ensure Care plans are read and signed. Ensure customers and families are aware of
our approach is that we like to be measured by outcomes and not time.
5. Learning from Complaints
More focus is now being given to what we can learn from complaints that we receive and how
we can use that learning to improve the service that we offer. Some recent examples of where
we have taken action to improve processes following a complaint are:

Providers to be supported in being clear on what is appropriate behaviours for staff to
have to deal with.

Learning for staff around terminology and ensuring everything is case noted.

Inductions need to include the essential requirements of Social Work staff
(Communication, coordination, resolving issues before the result in a complaint and
timely escalation to managers) Professional boundaries and customer service need to be
understood by Social Work Staff MDT working requires shared responsibility to effective
outcomes.
6. Equality and Diversity – Analysis of Complaints:
28 monitoring forms were received for 2016/17.
Ethnicity- 23 white British, 1 Pakistanini and 4 not stated
Age: 1 under 25, 1 25-34, 6 35-54, 3 55-64 and 17 stated 65+
Disabilities- 7 yes, 20 no and 1 not stated
Gender; 18 female, 9 male and 1 not answered
7. Compliments
Adult Health and Social Care Services received 57 compliments during the reporting period,
compared with 46 in the previous period.
35
30
29
25
20
Compliments
15
10
10
5
6
6
5
1
0
AHSC
Gateway to
Care
Localities
Reablement
Day care &
Home care
Hospital Team
Some Examples of Compliments Received

Please convey to your crisis team our heartfelt thanks for their kind and supportive
manner in which they assisted my wife Betty and myself following her recent accident. I
cannot stress too highly the way they turned our crisis into a 'walk in the park'.

I just wanted to thank you for all that you did for my mum and dad; you have always been
very helpful and understood their close relationship. We are all very grateful. Thank you

We wanted to let everyone know how pleased we are with the Reablement Service, just
perfect.

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