Agenda item

The Committee considered a report of the Director of Adults and Communities, the purpose of which was to provide a summary of the complaints and compliments received in respect of adult social care services commissioned or provided by the Adults and Communities Department during 2024-25. The Annual Report was appended to the report. A copy of the report marked ‘Agenda Item 10’ is filed with these minutes.

Arising from discussion, the following points were made:

i.          A Member reported difficulty contacting adult social care, with no clear phone option and long wait times. Concern was raised about reliance on online forms, which might exclude elderly or vulnerable individuals. Members further emphasised the importance of having a person available at the end of the phone and suggested that a call-back system be looked into to alleviate the frustration that people had in contacting the department. The Chairman mentioned that a look at a broad spectrum of response times for other links on the website as well as adult social care be looked at. Officers acknowledged frustrations and agreed to raise the issue with the Head of Service.

ii.          Members expressed concern that increased use of Artificial Intelligence (AI) and IT should not compromise personal service. Libraries were cited as an example where community engagement was key.

iii.          Members questioned whether the current process captured all complaints, including informal or unresolved complaints. It was reported that only complaints submitted through formal channels were reflected in the report.

iv.          Members asked if, in the review of fault cases, they were taken back to root cause in order to understand the cause and put in corrective actions. Officers responded that for those cases where fault has been found service managers would review those cases to ascertain what caused the faults and then that information would drive the corrective action, for example, additional training.

v.          The report showed that 38 complaints were escalated to a senior manager during the year due to dissatisfaction with initial responses, which was a decrease from 44 over 2023/24. A Member asked whether the Department had identified reasons for the reduction. Officers undertook to provide further information to Members following the meeting.

vi.          Members further asked whether non-fault complaints were reviewed, analysed and if complainants were responded to. Officers stated that a response would be provided to all individuals making a complaint, for example, it might typically be an apology for an issue, or to advise of what action was being taken.

vii.          A Member raised concern over the complexity of Stage 1 and Stage 2 complaint procedures and queried if residents fully understood them. Officers responded that detailed information on procedure was provided on the website, and three policies were used: Corporate Complaints Procedure, strategy process for Children’s and Families, and one for Adults and Communities.

viii.          The report noted 278 compliments, but Members felt positive feedback was underrepresented. They suggested future reports should better reflect learning from complaints and compliments.

ix.          Questions were raised about trends in complaint volumes relative to service user numbers, the handling of repeat complaints, and the criteria used by the Ombudsman to determine complaints, and whether there were financial penalties imposed by the Ombudsman. Officers committed to providing further information.

RESOLVED:

a)    That the Adut Social Care Complaints Annual Report, covering the period 1 April 2024 to 31 March 2025, be noted.

b)    That the Director be requested to look into a call-back system for Adult Social Care.

c)     That the Director be requested to provide information on:

o   Why there was a reduction of complainants requesting a stage 2 review.

o   Trends in complaint volumes relative to service user numbers and repeat complaints.

o   The criteria used by the Ombudsman to determine complaints and financial penalties imposed.