Issue - meetings

This report provides Councillors, service users, parents and carers, managers and staff, with information about the handling of complaints and compliments in Bath and North East Somerset Children’s Services.

Councillor Liz Hardman commented that it was good to note that 44 compliments or letters of thanks had been recorded. She asked how could the practise of Social Workers be improved and what was the timeframe in responding to complaints.

The Divisional Director for Safeguarding & Social Care replied that he felt that Social Workers within B&NES are a very good and talented group. He added that a lot of work had been done regarding the culture of the service and that workshops had been delivered on how to handle complaints.

He said that the timescale for complaints was challenging and that the aim is to contact the complainant within 10 days to discuss the matter, not necessarily answer all concerns by then.

Councillor Alison Millar said that she welcomed the implementation of the Caldicott Function Plan. She asked if the Complaints Service was staffed across the week.

The Complaints & Data Protection Team Manager replied that it was.

Councillor Dine Romero asked if locally Social Workers felt pressure within their role.

The Divisional Director for Safeguarding & Social Care replied that good support was in place for Social Workers especially within their first year and that B&NES has a good level of retention.

The Panel RESOLVED to note the report.