Agenda item

To consider the Annual Report of Complaints, Compliments and Representations 2018-19.

Documents:

·         Annual Social Services Complaints, Compliments and Representations Report 2018-19

Discussion:

·         The report is a statutory requirement

·         Whilst the service believes in getting things right first time, there is an expectation that where this has not been achieved, the matter will be put right as soon as possible

·         There are three key stages:

o   Enabling - make individuals aware of the procedure

o   Responding - provide a fair opportunity for an individual to be listened to

o   Learn lessons - ensure that there is clarity regarding what happens next and there are no adverse consequences if a complaint is made

·         The service also learns from compliments and what has been achieved

·         Staff are encouraged to ‘say sorry’ for the experience that has led an individual to complain whilst not necessarily acknowledging that the complaint itself is valid.  A defensive culture needs to be broken down.

·         Enquiries endeavour to resolve issues before they reach the formal complaint stage.  These are also recorded.

·         Adult Services, by nature of the service, which is predominantly supportive, generates more complaints than Children’s Services which is subject to more regulation and therefore generates fewer complaints

·         The Committee noted an increase in the number of referrals to the Ombudsman from one to eight – this does include referrals from previous years as it can take up to 12 months to answer a complaint.  A different approach has also been taken with the service encouraging reports to the Ombudsman to ensure transparency.  The Ombudsman is finding more in favour of the service.  The majority of cases originate in Radnorshire and Welshpool.

·         The Committee asked if a rate of complaints per team could be provided – it was acknowledged that there had been high staff turnover and sickness in a team in the south which was reflected in the number of complaints for that team

·         Within the report it was noted that some complaints were deemed ‘not eligible’ – with regard to children, a complainant must have parental responsibility.  Other family members do not have the right to complain the service try to resolve these issues informally.  If a child is subject to legal proceedings, no complaint can be progressed.  There is some discretion if a complaint is more than a year old.

·         Members asked how advocates were appointed and whether they were trained or had qualifications and if they were paid – the service commissions formal advocates who are trained in mental health or mental capacity.  Sometimes an individual may want a friend or a neighbour and it is possible to have both a formal and informal advocate.

·         There is also a multi-agency Quality Assurance Board where practitioners can refer poor practice at a care home, for example

·         Approved foster carers are asked to complete an annual review detailing what has gone well, what has not and what could be improved – Members asked whether any analysis of responses was undertaken.  Lunch and learn sessions are held to go through a sample of situations to consider practice and decision making.

·         Staff who are the subject of a complaint will be supported by the service and by HR where appropriate

·         Members asked whether vexatious complaints were recorded.  At the moment they are not, but further consideration would be given to this with corporate colleagues

Outcomes:

·         The report was noted