Issue - meetings

The report informs the Panel about the number and type of complaints and related feedback, including compliments, received between April 2019 and March 2020.  It demonstrates how the complaints and feedback have been managed and how the outcome is used to inform service improvement.

The Complaints & Data Protection Team Manager introduced this report to the Panel. She explained that the report sets out the number of complaints, compliments and concerns received between April 2019 and March 2020. She informed the Panel that a total of 55 complaints were received; 12 of these complaints were referred to Virgin Care for investigation and four enquiries were received from the Local Government and Social Care Ombudsman.

She added that the report details the type of complaint received, the response to these complaints and the actions taken by services to ensure learning is derived from the complaints and related feedback.

The Chairman commented with regard to section 6.7 of the report and the two complaints that concerned self-funders accessing extra care schemes which resulted in a change of decision. He asked if the change was in their favour.

The Complaints & Data Protection Team Manager replied that it was in favour of the complainant.

The Chairman asked if the complaints referred to at 6.9 and 7.5 of the report were from people who were possibly new to the process.

The Complaints & Data Protection Team Manager replied that she couldn’t recall, but said that a lot of complaints are received regarding care and support funding. She said that often it can be a misunderstanding and therefore there is a need for better communication between both parties.

Councillor Eleanor Jackson that it was striking the number of complaints that were due to processes and said that this must be an area to improve on.

The Complaints & Data Protection Team Manager replied that the report does dwell on process, but was encouraged that complaints were not generally being received with regard to visits and service delivery.

Councillor Ruth Malloy asked if further information could be supplied regarding the system for responding to MP and Councillor enquiries.

The Complaints & Data Protection Team Manager replied that she would be happy to produce something for the Panel.

The Panel RESOLVED to note the contents of the report.