1. Learning from Complaints and Customer Feedback Adult Social Care Services 2009/2010

2. Content What are the statistics for this year? Identifying the trends and any cross cutting themes Learning from complaints and customer feedback

3. Definition of a Complaint “A written or verbal expression of dissatisfaction or disquiet about the actions, decisions or apparent failings of a local authority’s adult social care provision which requires a response”

4. General Statistics Increase in overall feedback of 11.5% (2537) Decrease in complaints Large increase in comments of 35% Less than 0.6% of active cases constitute complaints Ratio of complaints to compliments has increased from 1:10.5 to 1: 13

5. Breakdown of Feedback

6. Headline news Big increase in compliments for equipment and adaptations (23% to 42%) and decrease in complaints Big increase in financial compliments Decrease in complaints about social work practice, home care services and carer complaints (17% to 9%) Increase in complaints about: –residential care –from people with Physical Disabilities –assessment, care planning, review (but 70% increase in compliments too)

7. What do people complain about?

8. What do people compliment us about?

9. How do we put things right? Most common actions for complaints: Explanation of Authority’s actions/policy given Apology made Situation rectified Assessment / reassessment offered Situation to be reviewed/monitored

10. How long does it take to respond to complaints? Average Response Time (working days) Complaints resolved within 10 working days Complaints resolved between 11 – 20 working days Complaints taking over 20 working days Total 19.568 (55.7%)25 (20.5%)29 (23.8%)122

11. Ombudsman Contact Outcome/Position Reached2008/092009/10 Referred to the ACS Complaints Procedure86 Not pursued/outside jurisdiction00 Not investigated further following ACS comments00 Local settlement agreed21 Investigated – No maladministration found31 Investigated – Maladministration found00 Still proceeding31 Withdrawn10 Total179

12. What has happened as a result of feedback? Learning from comments and compliments –Telly Talk feedback –Effective behaviours and customer focus work Leaning from complaints: –Reducing bureaucracy and streamlining processes –Improving correspondence –Revisions to public information –Improvements and additions to staff training –Use of mediation in a wider context

13. Any questions?