Adult social care guides launched to help deal with complaints 

(Last Updated On: July 23, 2018)

Adult social care guides launched to help providers deal with complaints 

Councils and care providers are being encouraged to adopt a new statement which sets out best practice in receiving and dealing with comments, complaints and feedback about their services.

Launched this week by the Local Government and Social Care Ombudsman and Healthwatch England, the new single complaints statement helps adult social care providers set out what service users, their families and representatives can expect when making a complaint.

The Government recognised the value of the new single complaints statement in supporting a more consistent understanding of handling of complaints as part of its recent response to the CMA market study on care homes Launched alongside the complaints statement is a second document created for service users to help them better understand the complaints process. An accessible ‘EasyRead’ version is also available.

“Every day social care services deliver excellent care, supporting hundreds of thousands of people to lead the lives they want to live,’ says Healthwatch England’s National Director, Imelda Redmond. “Yet we also know things don’t always go to plan, and when care goes wrong it’s vital that those running services put things right and learn from the experience. To do this people need a simple and effective way to raise concerns. It is well established that care users often don’t know how to speak up, sometimes feel that services won’t listen to them, and in some circumstances even fear that complaining will have a negative impact on their care. This initiative has been designed with professionals from across the care sector, in partnership with people receiving care, to help make the process easier for all. It sets out a clear and consistent approach to making, responding to and learning from complaints that can be applied to care homes, home care support and community based services anywhere in the country.”

Bob Jope

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Apart from five years studying in Oxford I’ve lived most of my life in London where for many years I was Head of English in a prestigious girls’ school, but since taking early retirement and heading West to be nearer to my two daughters - settling in Torbay with my wife, Anna, in 2011 - I’ve worked in the voluntary sector. I took on the role of Service Provider, for example, promoting the Red Cross Torbay Navigators Project, while now I’m a Trustee and part of the Media Team for our local Healthwatch. I’m a governor at Torquay Academy, too, giving me the chance to stay up to date with what’s happening in the world of education. Other interests, aside from friends and family, include art and art history, reading - from contemporary fiction and poetry to Elizabethan/Jacobean literature - history, politics, cooking, walking, and music, in particular Bob Dylan, the blues, and early Elvis. I love writing, too, with one novel published so far – Elvis in Wonderland – and another, Who’s There?, that still needs plenty of work!