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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 ‘single complaints statement’ has been drafted to help adult social care providers set out what service users, their families and representatives can expect when making a complaint.

Alongside the complaints statement, a second document has been launched, aimed at service users to help them better understand the complaints process. An accessible ‘EasyRead’ version is also available.

Local Government and Social Care Ombudsman Michael King said he wanted to encourage all service providers – whether independent or council run – to adopt the single complaints statements into their own complaints policies, and highlight them in any information they give to service users, their families and representatives.

“We know the complaints system can be a real labyrinth for people to navigate, but we also know many councils and care providers have excellent procedures which help guide people through the system, and signpost them to us at the end,” said Mr King.

“Our investigations have shown the best councils and care providers have open and reflective complaints procedures, with a learning attitude at the heart of them. These new complaints statements should be a useful tool for all providers and their complaints systems.”

Both documents can be downloaded from the Ombudsman’s website at https://www.lgo.org.uk/adult-social-care/adult-social-care-resources

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