13 October 2015	ITEM: 6
Health & Wellbeing Overview and Scrutiny Committee
2014/15 Annual Complaints and Representations Report
Wards and communities affected: All	Key Decision: Non Key
Report of: Harminder Dhillon, Statutory Complaints and Engagement Manager
Accountable Head of Service: Les Billingham, Head of Adult Social Care
Accountable Director: Roger Harris, Director of Adults, Health & Commissioning
This report is public

Executive Summary

The annual report for Thurrock Council on the operation of the Adult Social Care Complaints Procedure covering the period 1 April 2014 – 31 March 2015 is attached as Appendix One. It is a statutory requirement to produce an annual complaints report on adult social care complaints.

The adult social care complaints procedure is operated in accordance with the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

The report sets out the number of representations received in the year including, the number of complaints, key issues arising from complaints and the learning and improvement activity for the department.

A total of 356 representations were received during 2014-15 as detailed below:

198 Compliments

68 Complaints received

33 Concerns and issues received

16 MP enquiries

40 Member enquiries

1 Ombudsman enquiry

1.	Recommendation(s)

1.1	That scrutiny committee consider and note the report.

2.	Introduction and Background

2.1	This is the annual report for Thurrock Council on the operation of the Adults Social Care Complaints Procedure covering the period 1 April 2014 – 31 March 2015. It is a statutory requirement to produce an annual complaints report on Adults Social Care complaints.

2.2	The Adults social care complaints procedure is operated in accordance with the Local Authority Social Services and National Health Service Complaints (England) regulations 2009.

3.	Issues, Options and Analysis of Options

3.1	This is a monitoring report for noting, therefore there is no options analysis. The annual report attached as Appendix One includes consideration of reasons for complaints, issues arising from complaints and service learning and improvement activity in response.

3.2	The headline messages for this report are:

3.3	Summary of representations received 2014/15

198 Compliments

68 Complaints received

33 Concerns and issues received

16 MP enquiries

40 Member enquiries

1 Ombudsman enquiry

3.4	Compliments

Compliments are expressions of good feedback. The team recorded 198 compliments this year compared to 201 recorded last year and 160 recorded for 2012/13. Examples include:

Just wanted to say how grateful I am for everything that Rapid Response have done – I can’t believe the difference it has made. Rapid Response Team

Thank you for your kindness and patience with me when I was in panic mode! And of course, thanks for the arrangements you made for Mum now that she is at home. It is really appreciated. Basildon Hospital Team

Thank you so much for all your help, it has been much appreciated. Safeguarding Team

Call received from Mr W to say his equipment has arrived and is really happy with both the equipment and service he has received He would like to compliment both D&R and the service. Occupational Therapy Service.

3.5	Complaints

The department received a total of 68 complaints in 2014/15, which is an increase of 18% on the number of complaints (56) received for 2013/14.

While in recent years there has been a falling trend in terms of complaints numbers, for this reporting year the complaints have increased which is mainly due to the volume of complaints regarding domiciliary care.

The majority of complaints are resolved quickly and without the need for formal investigation. In addition, increasing numbers of issues /concerns are successfully resolved without recourse to the formal complaints procedure.

3.6	Concerns and Issues

The complaints team recorded 40 concerns and issues for this reporting period which were successfully resolved within the teams without a need to record them as formal complaints. This has been a slight increase this year on the numbers received and recorded in the previous year 2013/14 (33). If a concern cannot be resolved quickly, it will be processed as a formal complaint in accordance with the complaints procedure.

3.7	MP and Councillor Enquiries

The complaints team also records MP and Member enquiries as are received on behalf of service users regarding adult social care. These are acknowledged and responded to in line with the Council’s corporate timescales. However completion times for these enquiries were exceeded for some of the enquiries this year, which were as a result of work pressures and more complex enquiries requiring more time.

16 MP enquiries were received and recorded by adult social care in 2014/15 which increased slightly on the figure recorded last year (12). 40 councillor enquiries were received in 2014/15 compared to 39 recorded for the previous year.

3.8	Local Government Ombudsman

There was one case received from the Ombudsman’s office for this reporting year compared with six received in the previous year.

The complainant challenged the outcome of the assessment of her needs. There was no finding of maladministration by the Ombudsman. However, the case highlighted that an independent review of the complainant’s needs had not been recorded on the case file; therefore an apology was issued and records updated accordingly.

3.9	Learning from Complaints

Complaints and feedback provide the service with an opportunity to identify things that can be improved. The learning from complaints is an essential part of the process. Examples of the learning received this year are shown below. Further details are shown in section 18 of the annual report (Appendix One).

Staff reminded of the procedure for contacts taking messages when out of hours.

Case files to be kept in good order and case recordings to be in sequence and recorded in detail.

Provider to ensure that staff follow correct procedures for handling medication by cross referencing the medication packaging with medication blister packaging AND MAR sheet and to be supported with the appropriate training from Manager and e-training

3.10	Looking Forward

Adult social care is continuing to undergo a period of significant transformation across all services within Thurrock with high pressures on resources against an increase in demand for services which inevitably has an impact on the community and provision of social care services. This may lead to further queries and complaints received within the department and the focus will continue to ensure that a high quality and responsive complaints service delivers in accordance with the statutory requirements and effectively captures service user feedback.

Working closely with external partners such as Health, advocacy groups and relevant stakeholders will remain a strong focus for 2015/16.

Complaints activity and learning will continue to be reported to the department throughout the year and disseminated to all staff.

A rolling program of refresher complaint training for all social care teams will be implemented during 2015-16 to highlight the importance of learning from complaints and compliments, to ensure that all complaints and compliments are recorded and to promote the expertise available from the Complaints Manager in assisting complaints management.

4.	Reasons for Recommendation

4.1	It is a statutory requirement to produce an annual complaints report on adult social care complaints. It is best practice for this to be considered by Overview and Scrutiny. This report is for monitoring and noting.

5.	Consultation (including Overview and Scrutiny, if applicable)

5.1	This report has been agreed with the Adult Social Care senior management team. Consideration of complaints issues and learning and improvement arising from them are identified as an ongoing priority in the report. .

6.	Impact on corporate policies, priorities, performance and community impact

6.1	All learning and key trends identified in the complaints and compliments reporting has a direct impact on the quality of service delivery and performance. The reporting ensures that valuable feedback received from service users and carers is captured effectively and regularly monitored with the primary focus on putting things right or highlighting and promoting where services are working well.

7.	Implications

7.1 Financial

Implications verified by:	Kay Goodacre

Finance Manager

There are no specific issues arising from this report.

7.2	Legal

Implications verified by:	Dawn Pelle

Adult Care Lawyer

There are no legal implications as the report is being compiled in accordance with regulation 18 of the Complaint Regulations.

7.3	Diversity and Equality

Implications verified by:	Rebecca Price

Community Development Officer

There are no specific diversity issues arising from this report.

7.4	Other implications (where significant) – i.e. Staff, Health, Sustainability, Crime and Disorder)

None

8.	Background papers used in preparing the report (including their location on the Council’s website or identification whether any are exempt or protected by copyright):

None

9.	Appendices to the report

Appendix One – Adult Social Care Complaints and Representations Annual Report 2014/15

Report Author:

Harminder Dhillon

Statutory Complaints & Engagement Manager

Adults, Health & Commissioning, Children’s Services