Issue - meetings

Report of the Head of Commissioning Support and Business Intelligence.

Further to Minute No. 11 of the Overview and Scrutiny Committee (Adult Social Care and Health) of 28 June 2016, the Committee considered the report of the Head of Commissioning Support and Business Intelligence on the performance of Adult Social Care Services in responding to complaints. Complaints received by Adult Social Care and Public Health covered the period 1 April 2014 to 31 March 2015, and the document attached to the report set out an Executive Summary of the complaints received, together with details of the following:-

·         Current legislation;

·         Overview of the complaints procedure;

·         Adult Social Care complaints;

·         Compliments;

·         Learning from complaints; and

·         Conclusions and recommendations.

Appendix 1 to the document set out a summary of the complaints received, together with how they were dealt with. Appendix 2 to the document showed the client categories for complaints received between 1 April 2014 and 31 March 2015.

There was no officer in attendance to present the report and Members of the Committee questioned why the report had been submitted for the consideration of this Committee.

RESOLVED:

That clarification be sought as to why the report has been submitted for consideration by this Committee and Members be advised accordingly.

Report of the Head of Commissioning Support and Business Intelligence.

The Committee considered the report of the Head of Commissioning Support and Business Intelligence informing Members of the performance of Adult Social Care Services in responding to complaints. Complaints received by Adult Social Care and Public Health covered the period 1 April 2014 to 31 March 2015, and the document attached to the report set out an Executive Summary of the complaints received, together with details of the following:-

·         Current legislation;

·         Overview of the complaints procedure;

·         Adult Social Care complaints;

·         Complaints referred to the Local Government Ombudsman;

·         Public Health complaints;

·         Compliments;

·         Learning from complaints; and

·         Conclusions and recommendations.

Appendix 1 to the document set out a summary of the complaints received, together with how they were dealt with. Appendix 2 to the document showed the client categories for complaints received between 1 April 2014 and 31 March 2015.

Tina Wilkins, Head of Adult Social Care, presented the report. Members of the Committee raised queries in relation to Appendix 2 and the client categories for complaints received, and Tina Wilkins undertook to clarify the information provided in the future.

A Member of the Committee referred to work being undertaken in conjunction with Healthwatch Sefton in relation to patient experience and complaints to NHS England, particularly regarding GP surgeries, and requested the Committee to consider the matter at its next meeting.

RESOLVED: That

(1)       the report and its findings be noted; and

(2)       an item on complaints to NHS England be included on the agenda for the next meeting of this Committee.