Mark Whitehead 28 November 2018

Councils must act on care service complaints, ombudsman says

Councils facing a rising tide of complaints from the public about care services must listen to them and take action, the government regulator has warned.

The comment by the Care Quality Commission follows a report by the local government ombudsman saying complaints about charging for adult care have increased by 9% in the last year and of those more than two thirds were being upheld.

Michael King, Local Government and Social Care Ombudsman said financial pressures had led to 'sustained high levels of complaints' over adult care services.

In his annual report he says he has become 'increasingly concerned about the way some authorities are handling the need to balance the pressures they are under with the way they assess and charge for care.'

There had been a shift from one-off mistakes to problems with whole systems and policies, or procedures being incorrectly applied.

Mr King said: 'We know authorities are operating under an enormous amount of pressure and financial challenge to deliver care services.

'The stark reality of this is now playing out in the complaints we see.

'Despite this, when it comes to service delivery, we simply can’t make concessions for these pressures in the recommendations we make.'

Andrea Sutcliffe, chief inspector of adult social care at the Care Quality Commission, said it was more important than ever that those in charge of running and commissioning care services actively listen and learn from people’s 'experiences, concerns and complaints'.

She said: 'Ensuring complaints policies are accessible, that people know how to raise issues, their concerns are responded to and any promised action really does happen is all part of delivering truly responsive and well-led care.'

SIGN UP
For your free daily news bulletin
Highways jobs

Child and Family Support Worker - Supervised Contact

Essex County Council
£21531 - £28008 per annum + + 25 Days Leave & Defined Benefit Pension
Closing Date
Recuriter: Essex County Council

Newly Qualified Social Workers - Basildon

Essex County Council
Up to £29236 per annum + + Free On-Site Parking & Local Gov Package
Here in Essex, we continue to raise the bar about practice and our investment in our workforce is second to none. It's an exciting time to join us. England, Essex, Basildon
Recuriter: Essex County Council

Child and Family Support Worker - Supervised Contact

Essex County Council
£21531 - £28008 per annum + + 25 Days Leave & Defined Benefit Pension
Closing Date
Recuriter: Essex County Council

Senior Practitioner - Family Support and Protection

Essex County Council
£41552 - £50290 per annum + + Free On-Site Parking & Local Gov Package
Here in Essex, we continue to raise the bar about practice and our investment in our workforce is second to none. It's an exciting time to join us. No England, Essex, Basildon
Recuriter: Essex County Council

Bank Support Worker - Cygnet Health Care - Cygnet Hospital

Essex County Council
Up to £20000 per annum
Bank Support Worker - Cygnet Health Care - Cygnet HospitalPermanent, Bank shifts £11.21 Per hourLocation
Recuriter: Essex County Council

Partner Content

Circular highways is a necessity not an aspiration – and it’s within our grasp

Shell is helping power the journey towards a circular paving industry with Shell Bitumen LT R, a new product for roads that uses plastics destined for landfill as part of the additives to make the bitumen.

Support from Effective Energy Group for Local Authorities to Deliver £430m Sustainable Warmth Funded Energy Efficiency Projects

Effective Energy Group is now offering its support to the 40 Local Authorities who have received a share of the £430m to deliver their projects on the ground by surveying properties and installing measures.

Pay.UK – the next step in Bacs’ evolution

Dougie Belmore explains how one of the main interfaces between you and Bacs is about to change.