Issue - meetings

Adult Social Care has a statutory responsibility to produce an annual report on complaints received, issues that have been raised and any action that has been taken to improve services. Adult Social Care encourages feedback from a range of sources including complaints, compliments, comments.

This report provides a summary of complaints and compliments, including learning, for BCP Council Adult Social Care from 1^st April 2021 to 31^st March 2022.

The Quality Assurance Team Manager presented a report, a copy of which had been circulated to each Member and a copy of which appears as Appendix 'B' to these Minutes in the Minute Book.

Adult Social Care had a statutory responsibility to produce an annual report on complaints received, issues that had been raised and any action taken to improve services. Adult Social Care encouraged feedback from a range of sources including complaints, compliments, comments.

The report provided a summary of complaints and compliments, including learning, for BCP Council Adult Social Care from 1^st April 2021 to 31^st March 2022.

The Committee discussed the report and comments were made, including:

• In response to a query regarding the training model and low uptake, the Committee was advised that historically it was mandatory however the issues which were encountered and the way in which the team were working to ensure managers were trained to ensure robust responses to any complaints were detailed.  The training offered was around case learning and relevant to teams and areas which had resulted in a decrease in number of complaints.
• In response to a query regarding the complaints process, it was noted that it was available on the website and information about the fact sheet given to users wishing to complain was provided
• The Chair praised the number of compliments received and enquired about the complaints relating to the hospital discharge process, the Committee was advised that many of those complaints where when a new discharge process was introduced during the pandemic possibly with reduced care and choice as well as other reasons for complaining.
• In response to a query about Appendix 3 and the breakdown of equality information and proportions to reference the split within BCP, the Quality Assurance Team Manager advised that is something they could consider in future reports.  ACTION.
• The Committee was advised that a lot of work was undertaken with the Dorset Race Equality Council to promote Adult Social Care Services and increase engagement.

RESOLVED that the Committee consider and scrutinise the information contained in this report and consider any actions or issues for inclusion in the forward plan.