Issue - meetings

This report informs the Panel about the number of complaints and representations, including compliments received during 2017 – 18 and demonstrates how they have been managed and how they have been used to contribute to service improvement.

The Complaints & Data Protection Team Manager introduced this item to the Panel. She informed them that the total number of complaints received across the service had increased during the year having decreased the previous year. She added that the increase in the number of complaints reflects the increase in the number of contacts received.

She said that the service recognises the importance in learning through this process and acknowledged that members of staff throughout the service have also received compliments from young people and their families and also from colleagues working in a variety of different agencies. 

Councillor Liz Hardman asked what needs to change to meet the timescales within the complaints procedure.

The Complaints & Data Protection Team Manager replied that some teams such as Duty and Child Protection receive more complaints than others due to the nature of their work. She added that where possible these are scoped out across the team and that delays can happen if the response is detailed to avoid the complaint progressing to further stages.

Councillor Hardman asked if any specific training was required with regard to attitude and behaviour of staff.

The Complaints & Data Protection Team Manager replied that supervision of staff is regularly carried out. She said that some staff do work in difficult and challenging situations and that there will be occasions that no matter how you say something people will not like to hear it.

The Chair asked for assurance in addressing issues in the future with the imminent departure of the Director for Children & Young People in mind.

The Director for Safeguarding & Quality Assurance replied that a clear induction programme will be given to his replacement and this will be included.

The Panel RESOLVED that the content of the report is noted.