Report to Adults Health and Social Care Scrutiny Panel Name of
Report to Adults Health and
Social Care Scrutiny Panel
Name of Scrutiny Panel
ADULT HEALTH & SOCIAL CARE
ADULT SOCIAL CARE COMPLAINTS & COMPLIMENTS
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)
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
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.
Sarah Richardson, Customer Access Manager
Should this report be exempt?
Report to Scrutiny Panel
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:
During this period total of 124 representations were received. These were categorised in the
comments (feedback which doesn’t require action in terms of a response)
complaints (feedback requiring investigation and response)
compliments were also received during this period.
The number of complaints has decreased from 61 in 2015/16 to 59 within 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8 were withdrawn by the complainant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
Upheld or Partially
Type of Concern / Complaint:
The chart below shows the types of complaints that were received.
Change of Service
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
Average Response time complaints closed
Average Response time
Gateway to Care
Hospital Social worker
Learning / physical disabilities
Mental Health services
Support and planning
Members asked last year for information relating to complaints relating to Home Care providers
and the following chart details these:
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”
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
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
Adult Health and Social Care Services received 57 compliments during the reporting period,
compared with 46 in the previous period.
Day care &
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