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 2023 to 31^st March 2024.

The Director of Adult Social Care presented a report, a copy of which had been circulated to each Member and a copy of which appears as Appendix 'D' to these Minutes in the Minute Book. The Director and the Head of Transformation and Integration gave a presentation to the Committee which outlined the key aspects of the annual report. The Committee was informed that Adult Social Care had 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. The report provided a summary of complaints and compliments, including learning, for BCP Council Adult Social Care from 1 April 2023 to 31 March 2024.

The Committee asked how the complaints team dealt with complaints that spanned more than just the Adult Social Care service area and it was explained that the complaints team were really experienced and had formed productive relationships with other areas of the Council and sometime a joint response would be required. There was also a joint working protocol with Health partners. However, it was acknowledged that it was complex and often difficult to manage people’s expectations.

The Committee congratulated the service on receiving so many compliments as it was felt that this was fairly unusual with complaints being much more common.

The Chairman asked the Committee to consider any actions or issues arising from the report and either raise these during the Work Plan item or contact the Chairman after the Committee meeting.