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12 Dec 2019

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Providers can learn from complaints

September 26, 2019

Provider representative body Care England has welcomed the Annual Review of Social Care Complaints from the Local Government and Social Care Ombudsman.

The association’s chief executive Professor Martin Green described the Ombudsman’s office as “an effective one stop shop for redress that was not afraid to use its teeth”.

“Once again, this document is a very helpful resource for care providers and councils,” said Prof. Green.

“It is telling that a large proportion of the complaints focused on charges and fees; there has never been a greater need for a long term financial solution for adult social care and Care England urges the Government to address it immediately regardless of Brexit”.

Care England will be cross matching the areas with the most complaints against its data on fees paid by Local Authorities in order to triangulate it.

“There are many useful resources provided by the Ombudsman for providers including a range of adult social care training courses that help improve complaint handling,” said Prof. Green.

“We will continue to flag these up to our members and strive for better lines of communication between providers and commissioners in order to negate the need for complaints.”

This year, the Ombudsman received 3,070 complaints and enquiries about adult social care with 435 of those from people who fund their own care, and carried out 1,220 investigations. The Ombudsman made 1,279 recommendations to remedy people’s personal injustices. These recommendations ranged from a simple apology to having charges reduced or removed, reassessments or case reviews.

  • The full report can be found at: https://www.lgo.org.uk/adult- social-care

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