LGO outlines approach to new adult social care complaints process

Archived press release

Date Published: 01/05/09

LGO says new statutory scheme for adult health and social care complaints, known as Making Experiences Count, provides real scope to improve the accessibility of the complaints system.

Tony Redmond, Local Government Ombudsman, says the new statutory scheme for adult health and social care complaints, known as Making Experiences Count, provides real scope to improve the accessibility of the complaints system. He adds: “The initiative will help to develop a person-centred approach and to increase learning from complaints.

“We recognise that, for some local authorities, moving from a prescribed three-stage complaint-handling process to a single-stage local resolution process may cause initial difficulties. We also acknowledge that the joined-up arrangements between social services authorities and NHS bodies may take longer to forge in some areas than in others. Many authorities will have problems to work through during this transition from one statutory system to another. The Ombudsmen will take this into account when dealing with complaints during this early phase.

“The move to the new arrangements may generate additional complaints to us, as authorities seek to manage the change. We will continue to support authorities to resolve more and more complaints locally through the training we offer – this has been developed to examine how the principles of effective complaint handling that underpin Making Experiences Count apply to a new adult social care case study (go to www.lgo.org.uk/la-training/ech-social-care-adult/ for adult care course details).

“We will expect to see the local resolution stage completed before we become involved – there are likely to be few exceptions to this approach, although unreasonable delay will be one. So normally complainants will need to have a decision letter signed by or on behalf of the chief executive before we will investigate.

“We will maintain contacts with the National Complaint Managers’ Group (and its regional groups) and the Association of Directors of Adult Social Services, so that we can learn about any issues arising from implementation of the new scheme, and offer further support or advice as appropriate.”

For FAQs click here and see 'New adult social care complaints process'.