Wrexham County Borough Council s5
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WREXHAM COUNTY BOROUGH COUNCIL SOCIAL SERVICES FOR ADULTS SAFEGUARDING & SUPPORT (Children & Young People’s Unit) COMPLAINTS PROCEDURES ANNUAL REPORT 1 April 2005 – 31 March 2006
PURPOSE OF THE REPORT
The purpose of this report is to provide an overview of the operation of the Representation and Complaints Procedures during 2005/2006.
1. Information
The Social Services Department operates two separate Complaints procedures; one for Adult Services and one for Child & Family Services. In addition, where complaints fall outside the statutory Social Services Procedures, they are dealt with under the Council’s Corporate Procedures. The Customer Services Manager, who is based within the Performance Assurance Unit, oversees the procedures. This report covers only Representations and Complaints made under the Social Services Procedures.
2. The Social Services Department’s Complaints Procedure 2 2.1 Wrexham Social Services operates a complaint procedure that complies with the requirements of the NHS & Community Care Act 1990 and the Children Act 1989.
2.2 The existence of an effective complaint procedure is an essential dimension to any work undertaken by the Social Services Department. It is designed to enable clients to make comments and compliments about services, as well as complaints. It is important to have an accessible system for redress if service users feel they are being treated unfairly. However, the Department also recognises that service users who are dissatisfied do not always want to complain but they may wish to make comments about the service that they receive.
2.3 The Council is also committed to improving customer care and uses the valuable information provided in the form of compliments, comments, complaints, questions and suggestions to aid the future planning and delivery of services.
2.4 The complaints procedures are widely publicised through leaflets which are given to all people receiving a service from the Department, and which are available in a range of formats, eg: large print and audio tape.
2.5 In line with government guidance, the Social Services Complaints Procedure has three stages and lays strong emphasis on the resolution of complaints at the earliest possible opportunity.
2.6 The Social Services Charging Policy allows for service users to apply for their charges to be reduced or waived. Their applications are processed at the equivalent of the Formal (second) Stage of the complaint procedure, allowing people whose request has been refused to take the matter to the Review (third) stage of the complaint procedure.
5 June 2006 Page 1 of 22 3. Stage 1 – Local Problem Solving
3 The service user is provided with the opportunity to voice their concerns, with the emphasis being placed upon local resolution and as quickly as possible. The aim is to achieve resolution through clarification, conciliation and problem solving.
4. Stage 2 – Formal Investigation
4 Where complaints cannot be resolved locally, a formal complaint may be registered. In this case a detailed investigation of all of the complainant’s concerns takes place. A report of the investigation is produced which is made available to the complainant and any staff that are involved in the complaint. The report is the basis for a formal response to the complainant from the appropriate Assistant Chief Social Services Officer, which will outline any action that will be taken.
5. Stage 3 – Review Panel
5 If a complainant remains dissatisfied with the Department’s response following a formal investigation, they can request that the matter be referred to a Complaints Review Panel. The Panel reports its findings to the Chief Social Services Officer who makes a response to the complainant outlining any new action, which may have been recommended.
6. STATISTICAL INFORMATION
6.1 Representations 2005/2006
6 The following representations were received by the department:
Number of Representations received during 2005/2006 2004/2005 Complaints 114 91 Compliments 59 102 Comments/Concerns/Enquiries 19 27 Waiver of Charges 21 13 Complaints re Independent Providers 9 Compensation 2 Record of Communication 47 TOTAL 271 233
6.2 Comparison to previous reporting periods are as follows:
Year Complaints Compliments Comments/ Waiver of Concerns Charges 2002/2003 64 61 3 16 2003/2004 80 71 13 6 2004/2005 91 102 27 13 2005/2006 114 59 19 21
5 June 2006 Page 2 of 22 The comparison with previous reporting periods reflects a significant increase in the total number of representations recorded. This is attributable to a more proactive approach by staff in recording and feeding information back to the Customer Services Manager for reporting purposes.
However, compliments have decreased considerably and this appears to be due to complacency amongst staff who are accepting the compliments but are not forwarding them on to be logged.
6.3 Complaints received have been dealt with at the following stages:
Year Received at Escalated to Received at Stage One Stage Two Stage Two (Informal) (Formal) (Formal) 2002/2003 53 4 11 2003/2004 78 6 2 2004/2005 86 2 5 2005/2006 107 12 5
6.4 If complainants are not happy that their complaint has been resolved at Stage One of the procedures, they can request that the matter be escalated to the Formal Stage. The above figures show that 89% of complaints received at Stage One were resolved with no requirement for them to be escalated. Although the number of complaints escalated to Stage Two has increased, this figure still reflects the department’s flexible attitude and their willingness to revisit decisions in an attempt to resolve complaints as close to the service delivery as possible.
7. STAGE ONE (LOCAL STAGE) COMPLAINTS
7.1 Adult Services
7.1.1 Reasons for Complaints & Key Issues
During the year, 72 complaints were received at the first stage of the procedures regarding Adult Services; this is an increase on last year’s figure of 60. The Department welcomes the increase as it reflects an awareness of service users and carers of their rights to complain and also a more proactive response by staff.
The following graphs highlights that the complaints were received regarding:
Staff Issues Information Quality/Performance Service Provision
5 June 2006 Page 3 of 22 The graph is further broken down into elements of each reason for the complaints received.
Service Provision – 27 complaints were received regarding service provision. Eight of these were regarding Requests for Services, which included five to Occupational Therapy about adaptations to property and supply of equipment. Six complaints were regarding resources not being available, three of which were for domiciliary care provision. Five complaints were regarding the proposed changes to services and three of these related to the closure of Centre 67. In all but four cases the complaints were resolved at the first stage of the procedures with apologies and explanations being given where appropriate. Reasons & Source of Com Four plaints of the- Adult complaints Services were escalated to the second (Formal) stage of the procedures. 12
1 1 10 3 2 Quality/Performance – 21 complaints were received 8 regarding quality5 and/or performance. r 2 e b 6 4 2 Nine of these were regarding Quality of Service 1 m u 3 3 involving six different teams.
N 4 2 In each case, the complaint was resolved at the1 2 4 4 6 3 1 1 2 2 first stage with apologies and explanations being2 1 1 3 1 2 1 1 1 given.1 1 1 1 1 0 1 None of these complaints were escalated to the next stage indicating that complainants were satisfied with the outcome.
Team
Accommodation/Facilities Assessment Behavioural Issues Information Quality/Performance Service Provision Staff Issues 5 June 2006 Page 4 of 22 Staff Issues – Eleven complaints were received regarding staff issues. Five of these were relating to Staff/Service User relations. One of the complaints was received directly at the Formal stage and was investigated. Four were dealt with at the first stage and received explanations and, where appropriate, apologies given.
Information – Thirteen complaints were received regarding information. Four complaints were regarding records being incorrect. In each case an apology and explanation was given to the complainant. No complaints were escalated to the next stage of the procedures.
7.1.2 Source of Complaints The following graph highlights the reasons for complaints received and identifies the teams involved.
5 June 2006 Page 5 of 22 7.1.4 Outcomes of Complaints
Out of the 75 complaints dealt with at the first stage of the procedures: 44% received an apology from the Department along with an explanation. 13% required further action to be taken to reach resolution 35% required an explanation in order for them to understand fully the decision/action taken. 4% of complainants met with managers for further discussion in order to reach resolution 4% remain outstanding.
7.1.5 Response Times – Stage One (Adult Services)
As can be seen from the following graph: 77% of complaints were dealt with within time scales, 11% of which the letter of response was sent later. This is an improvement on the figure of 72% last year. The department failed to meet the deadlines in 22% of cases Three complaints remain outstanding.
The improvement in response times evidences a concerted effort by staff to deal with complaints at an early a stage as possible. However this must improve from 1 April 2006 as the new Social Services complaint procedures allow for only a 10 working day response time at the first stage.
5 June 2006 Page 6 of 22 7.2 Support Services (Adult Procedure)
At the request of Social Services Senior Management, complaints about Support Services are separately. However, they are recorded and monitored under the Adult Procedure.
Support Services include the following services:
Administration Customer Liaison Financial Assessment Income Maximisation Unit Information Management Services Appointeeship & Finance
7.2.1 Reasons and Source of Complaints
During the year, 8 complaints were received at the first stage of the procedures regarding Support Services, compared to 6 the previous year. The following graph outlines the reasons and the source of the complaints.
7.2.2 Key Issues
The above graph highlights the issue within Financial Assessment that records have been incorrect. In four of the five cases, the problem has arisen because information from care management has either not been passed to the Financial Assessment team or it has not reached them in a timely manner. Work is currently underway to improve the system of communication.
7.2.3 Outcomes of Complaints
In seven of the eight cases, a letter of apology and explanation was sent to the complainants. One complaint was escalated to the Formal stage when the complainant felt that she had received insufficient detail from the finance team and also that the complaint was taking too long to resolve.
5 June 2006 Page 7 of 22 7.2.4 Response Times – Stage One (Adult Services)
As the following graph shows: 71% of complaints were dealt with within timescales, as opposed to 100% last year. In 29% of cases, the department was responsible for the deadline of 20 working days not being met.
On comparing with other Local Authorities, Wrexham are one of the few Local Authorities who actually report and monitor the response times and of those others who do monitor, Wrexham response times compare favourably but as highlighted above we still need to improve.
7.3 Children & Young People Service – Safeguarding & Support Department
As a result of reorganisation within the Local Authority, the Child & Family Service within Social Services no longer exists as it is now the Safeguarding & Support Department within the Children & Young People Service. However, the Chief Social Services Officer retains the role of statutory director and complaints from children, young people, their families and carers continue to be dealt with by the Customer Services Manager within Social Services.
7.3.1 Reasons for Complaints & Key Issues
During the year, 26 complaints were received regarding Safeguarding & Support compared to 18 the previous year. The Department welcomes the increase as it reflects an awareness of both the complainants and staff of the importance of utilising the procedures for service improvement.
The following graph highlights that complaints were received regarding:
Assessment Foster & Adoption Information Quality/Performance Service Provision Staff Issues
5 June 2006 Page 8 of 22 The graph is further broken down into elements of each reason for the complaints received.
Information – Seven complaints were received regarding information. Three complaints were regarding poor communication from the department in relation to family support and looked after children. Three were in relation to confidentiality. o Two regarding release of information o One where a person believed he should have been provided with information. None of the complaints were escalated to the second (Formal) stage.
Staff Issues – Nine complaints were received regarding staff issues: Five were in relation to staff performance where families of children who are looked after or families of children who are the subject of Child Protection procedures were not happy with the actions of the members of staff concerned in relation to their cases. Three complaints were in relation to staff/service user relations in relation to child protection procedures or looked after children; where complainants had requested a change of Social Worker. Two complaints were escalated to the second (Formal) stage as complainants were not happy with the responses.
5 June 2006 Page 9 of 22 Quality/Performance – four complaints received: All complaints for different reasons No trends identified Two complaints were escalated to the second (Formal) stage as complainants were not happy with the responses.
7.3.2 Source of Complaints
The following graph highlights the reasons for the complaints received and the teams involved.
7.3.3 Outcome of Complaints
Of the 26 complaints received at the first stage of the procedures: 15% received an apology from the Department along with an explanation. In 77% cases an explanation was given by the Department in order to clarify fully the decision/action taken. 1 complaint did not receive a response and was therefore escalated to the second (Formal) stage of the procedures. 1 complaint was withdrawn when authority was not be obtained from the person being complained on behalf of.
5 June 2006 Page 10 of 22 7.3.4 Response Times – Stage One (Child & Family Services)
Up to 31.3.06, there was no designated first stage of the complaint procedures under the Children Act. However, Wrexham's procedures dictate that complaints at the first stage should be dealt with within 10 working days and a letter of response sent within the ten working day time scale.
As can be seen from the above graph, only 57% of complaints were dealt with within the timescales, compared to 78% in the previous year. Staff must be aware of the importance of responding to complaints within the timescales, particularly in light of the new legislation coming into effect on 1 April 2006.
No complaints remain outstanding for the year 2005/2006.
7.3.5 Complaints Received Directly from Children & Young People
Only 2 out of the 26 complaints were received directly from children and young people who are looked after. No complaints were received from children who are in need.
As reported previously, this theme is common throughout Wales. However those Authorities that appoint Children’s Rights Officers do have an increased number of complaints from children and young people.
5 June 2006 Page 11 of 22 7.3.6 Monitoring of Complaints in Children’s Homes
All issues, complaints, suggestions raised by looked after children in the Authority’s children’s homes are logged within the home. The Customer Services Manager visits on a quarterly basis to gather the information and reports back to Senior Management. If complaints are not resolved to the young person’s satisfaction, they are able to use either the Social Services Procedure to progress the complaint.
8. STAGE TWO (FORMAL STAGE) COMPLAINTS
8.1 Adult Services
Nine complaints were dealt with at the second (Formal) stage of the Adult procedures. Of the nine, two were received directly at the second stage Seven were escalated from the first stage.
8.1.1 Reasons & Source of Complaints
The following graph highlights the reasons for the complaints and identifies the teams involved.
8.1.2 Outcomes of Complaints
In each of the cases the complaint was investigated independently of the team responsible for the case.
5 June 2006 Page 12 of 22 In six of the complaints either all or some of the elements of the complaint were upheld by the Investigating Officers. These decisions were accepted by the Head of Adult Services as were all the recommendations made.
8.1.3 Response Times
Of the eight complaints investigated: One complaint was responded to within the timescales (28 days) Six received responses within three months One complaint did not receive a response within three months
In all cases complainants were kept informed.
8.2 Support Services (Adult Procedure)
One complaint was received at the second (formal) stage in relation to Finance. The complaint was escalated to the second stage because the complainant was not happy with the delay of the response at the first stage nor with the inadequate response.
Following further consultation with the complainant and a more detailed response to her complaint regarding an account, the complainant confirmed that she was happy with the outcome and did not want to take the matter further.
8.3 Safeguarding & Support Services
Six complaints were dealt with at the second (Formal) stage of the Children’s complaints procedures. Of the six, five were escalated from the first stage of the procedures. One was received directly at the second stage.
8.3.1 Reasons & Source of Complaints
The following graph highlights the reasons for the complaints and identifies the teams involved.
5 June 2006 Page 13 of 22 8.3.2 Outcomes of Complaints
In each of the cases, an Independent Investigating Officer was appointed to investigate the complaints at the formal stage of the procedures and, in line with the legislation, an Independent Person was appointed to oversee the full process of the investigation.
No complaints were fully upheld, but in three of the cases, elements of the complaints were upheld. Three complaints were not upheld.
Recommendations made by the Investigating Officers were accepted by the Head of Service, as were the findings of the investigations.
8.3.3 Response Times
Of the six complaints investigated: No complaints were responded to within the timescales (28 days) Four received responses within three months Two complaints did not receive a response within three months
In all cases complainants were kept informed.
No formal complaints remain outstanding.
9. THIRD (REVIEW PANEL) STAGE
During the year 2005/2006, 114 complaints were received overall and only one of these was escalated to the review panel stage. This reflects willingness by the Department to investigate and resolve complaints in a responsive and open manner.
9.1 Safeguarding & Support
The complaint reviewed by an independent panel was a complaint regarding assessment. The complaint was upheld in part The findings and recommendations of the panel were accepted by the Chief Social Services Officer.
5 June 2006 Page 14 of 22 9.2 Corporate Complaints
One complaint was investigated at the third stage of the Corporate Complaints procedures as the complainants did not qualify for their complaint to be dealt with under the Social Services procedures. The complaint was investigated by and Independent Investigating Officer. The complaint was upheld in part. The findings and recommendations of the Investigating officer were accepted by the Head of Adult Services and by the Scrutiny Support Manager (who is responsible for Corporate complaints).
10. Waiver of Charges
10.1 Twenty-one people applied to have their charges for services waived during the period of this report and the outcome of the applications were as follows:
No Escalated Number Outcome to Review Stage 1 Charges removed for set period 0 5 Charges reduced 0 5 Referred back to care manager (not a waiver) 0 1 Charges removed 0 9 Charges remain 0
No requests were received for the applications to progress to the complaints review panel, indicating that service users were satisfied with the decision of the waiver advisory panel.
From 1 April 2006, a new procedure for Waiver of Charges applications was implemented at Wrexham. Due to the new Social Services complaints procedures, the appeal stage of the waiver process could no longer be the Review Panel (third stage) of the complaint process. As a result, the outcome of waiver of charges applications will no longer be reported in the annual complaints report.
11. Compliments
Compliments are received for a variety of reasons, ranging form a comment about a member of staff’s professionalism to thanking them for hard work. Staff are encouraged to forward details on to the Customer Services team in order that details can be recorded as it is equally important to know when the department is getting something right as it is when things go wrong.
11.1 Adult Services
A total of 47 compliments were received regarding Adult Services during the year 2005/2006 compared to 70 the previous year. From meetings with staff, it is clear that compliments are being received but are not being forwarded to Customer Services. This will be addressed in the staff training which is due to commence in June 2006.
5 June 2006 Page 15 of 22 11.1.1 Compliments & Recipient Teams
The following graph details the reasons for the compliments and identifies the responsible teams.
11.2 Support Services
A total of eight compliments were received regarding Support Services during the year, the same number as the previous year.
11.2.1 Compliments & Recipient Teams
The following graph details the reasons for the compliments and identifies the responsible teams.
5 June 2006 Page 16 of 22 11.3 Safeguarding & Support
A total of four compliments were received regarding Child & Family Services during the year 2005/2006 compared to 16 the previous year. As with Adult Services, this shows a downward trend but is probably because staff are not forwarding details to Customer Services, rather than reduction in number received.
11.3.1 Compliments & Recipient Teams
12. Outstanding Issues from 2004/2005
There were no issues outstanding from the year 2004/2005.
13. Learning from Complaints, Comments & Compliments & Achieving Continuous Improvement
The department continues to build upon its practice of learning from representations and complaints as part of its overall performance management agenda.
During the year 16 complaints were considered at the formal stage of the procedures and it is inevitable that those complaints are more complex and have given rise to recommendations being made. In every case, some recommendations made are specific to the individual complainant or case. However, in a number of cases recommendations have been made that will influence Social Services policies and procedures.
13.1 Action Plans
When recommendations are received, an action plan is produced which confirms the remedial action to be taken, the responsible officer and a target date for completion. This action plan is agreed by Senior Management and is then monitored through to its conclusion by the Customer Services Team. Once all actions are completed, the Performance Assurance Managers are responsible for ensuring that they are in place. It is only once this has been confirmed is the action plan concluded.
5 June 2006 Page 17 of 22 13.2 Link Up – Team Briefing Sessions
Where complaint recommendations apply to the Department and are not specific to an individual service user, as well as completing the action plan, the Head Of Adult Services also includes a section within the Departmental “Link Up” by way of a reminder to staff.
13.3 Learning the Lessons Seminars
The Head of Adult Services has introduced what will become a regular annual event for Social Services managers to review the lessons learned from: POVA Health & Safety Comments, Complaints & Compliments
This will be an opportunity for management to revisit the complaints received, the outcome and the remedial action taken.
14. Key Issues
Where issues have been raised as a result of one or more complaint, and where this information would apply to the whole department, these are outlined briefly below:
14.1 Information
The role of Care Manager will be clarified to service users and carers, whilst still enabling professional identity be maintained, e.g. Ms Smith, Social Worker, Care Manager. Mr Jones, CPN, Care Manager.
14.2 Confidentiality
The Department is currently reviewing the manner in which consent is given with regard to the sharing of information.
14.3 Child Protection
From the six complaints investigated at the second stage a number of issues regarding child protection were raised. Recommendations made by the Investigating Officers were accepted by the Department and currently the action plans are being prepared:
The Area Child Protection Committee will give consideration of a system that would permit those with parental responsibility to “communicate their views” to a Child Protection Case Conference from which they have been excluded. The Area Child Protection Committee will evaluate current practice with regard to minute taking to ensure that key areas of discussion, decisions made and the reasons given are recorded clearly within the body of the minutes thus avoiding the risk of subsequent doubt. The Area Child Protection Committee will ensure that the appeal process regarding the registration of children on the Child Protection Register be undertaken without undue delay. Wrexham Children & Young People Service will review the management of Appeal Child Protection Conferences, and puts in place interim measures prior to full consideration of how Appeals can be heard with reasonable timescales. 5 June 2006 Page 18 of 22 Wrexham Children & Young People Service will consider within the appropriate domestic violence the use of Non Molestation Orders in child protection plans, and produce working guidance on the circumstances where this may be appropriate and circumstances where it may prove to be ineffective. Wrexham Children & Young People Service will raise the importance of accurate information sharing through ACPC forums.
14.4 Staff Training
A number of complaint investigations highlighted the need for staff to be trained in specific areas. This included:
POVA Dealing with people with complex behaviours Minute taking Case note recording Competency in completing assessment documents
14.5 Record Keeping
Record keeping has also been identified as an area which needs to be improved. Errors highlighted were:
Names spelled incorrectly on files. Date of birth differing throughout the file.
14.6 Case Note Recording
The importance of recording on case notes has been raised in a number of complaints and examples are:
Where a Meeting is convened by a social worker, to discuss a major issue/s with regard to the care needs of a Service User, the status of the Meeting (i.e. whether it is a Review Meeting, an Emergency Meeting etc.) is determined, agreed and recorded on the Client File In line with the principle of involving Service Users, as appropriate, in all aspects of their care, where a decision is made not to involve the Service User in any action, for example, in a meeting, the reasons for making this decision are recorded on the Client File. Where appropriate, this information should be shared with the Service User in advance of the action taking place. Where a Service User is moved from a residential care environment for emergency reasons or within a short period of time from the decision having been made, the reasons are clearly set out as to why the normal period of notice has not been served. Where it is established that legal Power of Attorney has been granted social worker/care manager make a written request for a copy of the appropriate documentation, which should be kept on the Client File. As part of the initial Care Plan the social worker/care manager should establish (with the appropriate parties) and record, whether the Nearest Relatives are to be involved in Reviews of Care. This may vary depending on the nature of the Review. Information contained within the case notes to be updated and reflect changes and corrections noted.
5 June 2006 Page 19 of 22 14.7 Minutes of Meeting
The subject of minutes arose in a number of complaints. There is a concern that minutes of meetings are either not being sent to those who have attended the meetings or there is a long delay before issuing the minutes. Recommendations made and accepted by the Department include:
Minutes of meetings, case reviews and similar are circulated to all present thus promoting a clear understanding of points raised, decisions taken and actions determined. The Area Child Protection Committee evaluate current practice with regard to minute taking to ensure that key areas of discussion, decisions made and the reasons given are recorded clearly within the body of the minutes thus avoiding the risk of subsequent doubt.
14.8 Care Plans & Care Plan Reviews
Issues regarding arrangements for and recording of care plans and care plan reviews were highlighted in more than one complaint. Recommendations made and accepted by the Department include the following:
Invitations to formal Reviews of Care should be made in writing to the parties concerned. That the Authority makes clear its continuing commitment to ensure that there is full and proper consultation with service users and carers at times when there may be changes to care provision and packages of support. Reasonable notice be given for those invited to Reviews to attend and that the social worker/care manager elicits a response before the Review is conducted. As guidance a minimum of 2 weeks notice would be reasonable. Care plans to be signed by all care providers, both formal and informal, prior to commencement of services and distribution, clearly denoting the roles and responsibilities of all involved All Risk assessment information to be included in the overall care management and planning for all service users and reflected within the assessment and care planning documentation as appropriate.
14.9 Direct Payments
One formal stage complaint highlighted the difficulty encountered by service users in receipt of Direct Payments when their own staff were unavailable to care for them. As a result, the following recommendations have now been put into place:
People in receipt of direct payments should have a Contingency Plan which contains comprehensive details of how Social Services will provide emergency cover. The detail should include contact details of the Teams who will ensure action is taken, rather than the names of Individuals. The Care Plan including the contingency plan should be attached to RAISE (the Departments Client Information System) as this information can be also accessed by the Emergency Duty Team out of office hours.
5 June 2006 Page 20 of 22 14.10 Motability Vehicles
Consideration be given to the establishment of a centralised point for the ordering of any vehicles on behalf of service users, staffed by personnel trained specifically for this purpose. All communication and actions taken on behalf of service users for the ordering of vehicles, to be written down and documented within the case files.
15. Customer Services - Key Objectives for 2005/2006
15.1 Accessibility to Service Users
Work will continue in 2006/2007 in improving the accessibility to the complaint procedures to service users in line with the Equality Standards.
15.1.1 Learning Disability
Plans are currently in place to produce a DVD for people with a Learning Disability to explain the complaint procedure and to encourage people to make complaints – not to be frightened of doing so. Members of local groups, eg: North East Wales Self Advocacy Service, are to be asked to take part in the DVD.
15.2 Listening & Learning – A Guide to Handling Complaints in Local Authorities
The new Social Services Complaints procedures came into effect on 1 April 2006. The main changes to the procedures are:
Local Authorities will have a duty under the new regulations to: o Safeguard and promote the welfare of the service user o Ascertain and take into account the user’s wishes and feelings Introduction of first stage for Children’s complaints Children’s and Adult complaints procedures brought together into common framework Three stage procedure for Children & Adults working day response time (reduced from 20 working days) at first stage 25 working day response time at second stage Extension to timescales only with agreement of complainant Conciliation and mediation to be offered as an approach to resolution (if appropriate) at each stage Independent third stage (arranged by Independent Complaints Secretariat)
15.3 Staff Training
One of the requirements of the new legislation is that all Social Services staff receive training in the complaints procedures. Training will commence on 21 June 2006 and there are 20 sessions arranged to the end of the year. Ongoing refresher training and induction training for new staff is also to be introduced.
5 June 2006 Page 21 of 22 15.6 Independent Providers – Complaints about Services regulated by CSIW
Regulations made under the Care Standards Act 2000 and the Children Act 1989 (as amended by the 2000 Act) require all registered services to have their own complaints procedures.
The Care Standards Inspectorate for Wales (CSIW) expects that all registered providers will provide a local resolution stage and will make a real effort to resolve any complaint as near as possible to the point of service delivery. This is the minimum requirement for discharging their duty under the regulations.
Wrexham Social Services have implemented a procedure for logging and monitoring all complaints regarding independent providers.
The Customer Services Manager will produce a quarterly report for the Contracts Manager, which outlines:
Numbers of complaints received Details of providers Types of complaints How they were resolved
Information will also be provided to the Contracts Monitoring Officer on an ad hoc basis as and when required.
This report will also be forwarded, for information purposes, to the CSIW.
5 June 2006 Page 22 of 22