Laura Sharman 12 November 2015

Report shows increase in adult social care complaints

Report shows increase in adult social care complaints image

The number of complaints about adult social care has risen by 18% in the past year, according to new figures published today.

The Local Government Ombudsman (LGO) said it received 2,803 complaints and enquiries in 2014/15 about adult social care, 55% of which were upheld by the ombudsman.

The most common areas of complaints were about assessment and care planning, residential care, home care, and charging and safeguarding.

Local Government Ombudsman, Dr Jane Martin, said: ‘An increase in complaints locally may indicate a public more willing to come forward with concerns and a sector more inclined to listen. But, as the final stage of the process, the enquiries we receive indicate a local complaint procedure not working as it should and missed opportunities to have put things right first time around.

‘As the health and social care sectors become more integrated, complaints systems must maintain clear lines of accountability so that the patient or care user understands where to turn to if they wish to raise concerns.’

The report has been welcomed by Care England, who said the figures highlight problems caused by 15-minute care visit.

Professor Martin Green, chief executive of Care England, said: ‘Importantly, this report highlights that poor communication is the cause of many complaints, and we would like to see local authorities communicating effectively to avoid situations where people’s care is affected and they are left confused.

‘This is especially pertinent for complaints about the funding of care: local authorities must ensure that service users don’t experience delayed assessments or 15-minute care visits. The LGO notes that in care visits of this length, there is no time to properly communicate concerns.’

For your free daily news bulletin
Highways jobs

Social Worker - Adoption Team

Essex County Council
£30906 - £42254 per annum
Social Worker - Adoption TeamPermanent, Full Time and part time£30,906 to £42,254 per annumLocation
Recuriter: Essex County Council

Health Protection Specialist x2

Sandwell Metropolitan Borough Council
£35,745 - £40,876 per annum
We are looking for an experienced and enthusiastic person to join our public health team. Sandwell, West Midlands
Recuriter: Sandwell Metropolitan Borough Council

Wandsworth Grants and Project Support Officer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£28,452 to £34,479 per annum
This is an exciting new role within the Wandsworth Voluntary Sector team and wider Community and Partnerships Team. London (Greater)
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Performance and Management Information Support Officer

Brent Council
£30,048 - £31,557 p.a. inc.
We have an exciting opportunity for an enthusiastic individual to join our Children and Young People’s Performance Team. Wembley, London (Greater)
Recuriter: Brent Council

Assistant Director - Inclusion

Suffolk County Council
£75,745 - £93,245 pa
We are seeking a highly skilled Assistant Director Ipswich, Suffolk
Recuriter: Suffolk County Council

Public Property

Latest issue - Public Property News

This issue of Public Property examines how how flexible workspaces can lead the way in regeneration for local authorities, Why local authority intervention is key to successful urban regeneration schemes and if the Government’s challenge of embracing beauty is an opportunity for communities.

The March issue also takes a closer look at Blackburn with Darwen Council's first digital health hub to help people gain control over health and care services.

Register for your free digital issue