The Complaints Service recorded 59 complaints during the year, compared with 82 last year. This figure is the total number of complaints that the Adult Social Care handled including complaints received for Learning Disability Partnership (Waltham Forest) and NELMHT (Waltham Forest).
Total complaints for Adult Social Care: Stage 1, we received 51 complaints. Of these, only 2 complaints progressed to Stage 2, 1 of which was not upheld and the other was part upheld. No complaints moved to Stage 3 of the Complaints Procedure.
Comparison with the preceding year
This indicates a decrease of 25 (33%) complaints when compared to last years’ reporting.
This also sits within the wider context of complaints activity in the Council as a whole.
The reasons for a decrease in the level of complaints include both improved service delivery, but also it could have arisen through Council staff not identifying customer concerns as complaints. This would therefore indicate the possibility of under-recording complaints.
Outcomes of complaints
28 complaints were upheld, 10 were part upheld and 13 were not upheld.
A key requirement of the reform of our complaints procedures has been the importance of informing our service users of the outcome of their complaints.
Response times
Adult Social Care responded to 94% (48 out of 51) complaints within 10 working days. This compares with 91% (69 out of 76) last year. This figure should be seen against the Council’s objective of responding to 85% of Adult Social Care complaints within its target time.
It is essential that all teams delivering services (including the Department’s contractors) formally capture and record complaints. It is only by doing so that complaints can be tracked and where things have gone wrong managers can ensure that matters are put right. Senior management therefore regularly encourages teams to recognise and record complaints and report these to the Complaints Service.
As a customer focused organisation, the outcomes to complaints are considered as valuable lessons learnt and of benefit when planning and improving services to meet the needs of its customers.
These are just a few examples of where improvements have been made as a result of lessons learnt from complaints:
- Home Care Managers - to monitor carers visiting times to ensure they are within 10 minutes of the agreed time stated within the Care Plan.
- Home Care Agency - to implement a contingency plan to cover absence of staff at short notice.
- New process in place to have Respite Panel's on a weekly basis.
- Procedures amended to ensure residents who are able to provide full details of income prior to the actual changes in pension will be prioritised and reassessed at the time.
- Reassessments to be followed up promptly before ending contact.
The Complaints Procedure also incorporates suggestions and compliments feedback from service users. A few examples of these were to:
- Residential Services: “Your help, courtesy and consideration in respect of my sister is very much appreciated.” Most significantly my sister looked happier and healthier than the last year and looked several years younger”.
- Financial Assessment: Needless to say I am exceedingly grateful to you and your Management not to mention highly relieved by your consideration to my request.
- Financial Assessment: May I take this opportunity to thank you and your staff for your assistance and for being most helpful and extremely patient in explaining the way in which the financial arrangement works.
- Occupational Therapy: A letter of thanks for the equipment that was installed within the property, which were all, delivered and fitted within a fortnight and the service we received was given with the utmost courtesy.
- Occupational Therapy: “I was so impressed by the Service provided following the assessment to my husband that I felt I must write and express my appreciation”. This prompt service needs to be recognised as first class customer care”.
- Hospital Social Work: First-rate help from a Social Worker when we needed it. She even delivered a very useful leaflet direct to us on her way home, which helped us immensely.
- Adults First Response: My wife and I would like to express our sincere gratitude to you and your staff for the excellent care given to my ninety two year old mother.
- Adults First Response: “From the moment I first contacted your office I have received nothing but kindness, courtesy and swift and real help”.
- Adults First Response: “Thank you for your time and effort in helping my dad become more independent and confident. You have won him over and he has complete trust in you so a big thank you”.
- Mobility Team: “Due to the diligence and patience of you all I finally received my blue badge. My thanks to you all”.
You can download the full report by clicking here (PDF file)
