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![Page 1: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/1.jpg)
Complaints – a threat or opportunity?
Donna Campbell
Assistant Ombudsman
![Page 2: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/2.jpg)
This session will explore:
• how we can ensure that the expectations of people who use services are central to how complaints are received, handled and resolved by services;
• the opportunities to use complaints as a tool for individual learning, service improvement and wider system change;
• how complaints can be used more effectively to support local accountability and scrutiny of local services.
![Page 3: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/3.jpg)
The Ombudsman’s experience
• We investigate complaints about councils and independent social care providers
• Free, impartial and final
• If we find something wrong, we recommend action to put it right
• 12,000 complaints looked into last year
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The Social Care Ombudsman
- Since 1974 consider complaints about council run and funded adult social care services.
+ From 2009 role extended to include all privately funded social care.
= Single ombudsman service for all adult social care.
![Page 5: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/5.jpg)
At a glance:social care complaints in 2013
![Page 6: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/6.jpg)
At a glance:social care complaints in 2013
![Page 7: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/7.jpg)
Complaints by type
![Page 8: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/8.jpg)
Frequent types of complaints and enquiries
![Page 9: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/9.jpg)
The numbers:what we saw in 2013
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The complainant’s experience
![Page 11: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/11.jpg)
What can we piece together from these individual stories …
And what does it tell us about quality?
![Page 12: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/12.jpg)
Accessibility
How can we ensure that the expectations of people who use services are central to how complaints are received, handled and resolved by services.
• Ensuring people know about their right to complain to the provider and to seek the independent view of the Ombudsman.
• Statutory signposting
• A sign in every care setting
• The role of advocacy
![Page 13: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/13.jpg)
The complainant’s experience
![Page 14: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/14.jpg)
Effectiveness
The opportunities to use complaints as a tool for individual learning, service improvement and wider system change.
• Higher number of complaints can reflect organisations with open mature approach to customer feedback and concerns.
• Relatively low numbers of complaints from private providers – sector should challenge itself.
• Common complaint standards/expectations
• Underpinned by regulatory framework.
![Page 15: Click to edit Master subtitle style Complaints – a threat or opportunity? Donna Campbell Assistant Ombudsman.](https://reader035.fdocuments.in/reader035/viewer/2022062719/56649eea5503460f94bfb246/html5/thumbnails/15.jpg)
Accountability
How complaints can be used more effectively to support local accountability and scrutiny of local services.
• An annual review of complaints by providers
• A mandated data return to CQC