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Ombudsman welcomes CMA report on care homes

The Local Government and Social Care Ombudsman has today welcomed the Competition and Market Authority’s (CMA) guidance to care homes.

Ombudsman Michael King, said:

“We welcome the CMA guidance and its call for providers to make sure their complaints handling processes are easy to find, easy to use, fair and effective. We cannot stress enough how important it is for care providers to use the learning from complaints to improve services, so we particularly welcome that this too is included in the guidance.

From our vast experience of investigating complaints about adult social care, we know just how important it is that people are given information about how and where to complain, including how to escalate a complaint to us, before they make crucial decisions about their care. Clarity and transparency about terms and conditions of contracts are also vital, so care users - and their families and representatives - can make informed choices. We have echoed this in a number of our focus reports and guidance over the past few years.

Article date: 16 November 2018