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

Strategic Director – Place-Based Services

Stevenage Borough Council
£Competitive
Stevenage is a town with bold ambitions. Stevenage, Hertfordshire / Hybrid
Recuriter: Stevenage Borough Council

Social Worker - Children's Assessment and Safeguarding

North East Lincolnshire Council
ASYE level £36,363 up to £46,142
Make the change, be the difference to our children, our future. North East Lincolnshire
Recuriter: North East Lincolnshire Council

Assist Response Officer

Mansfield District Council
£16,055.87 - £17,113.37 per annum (for 22.5 hours per week)
Mansfield District Council are looking for a dedicated individual to join our award winning ASSIST support scheme. Mansfield, Nottinghamshire
Recuriter: Mansfield District Council

Town Centre Operative

Mansfield District Council
£25,583 - £25,989 per annum
Working in local government is a rewarding experience Mansfield, Nottinghamshire
Recuriter: Mansfield District Council

Resettlement Officer

Ashfield District Council
£28,598 - £31,022 per annum
Would you like to work in our Housing Options Team helping people to settle in the local community? Sutton-In-Ashfield, Nottinghamshire
Recuriter: Ashfield District Council
Linkedin Banner