Issue - meetings

To receive the report of the Executive Director – People, presenting the annual report on Adult Social Care Statutory Complaints for 2022-23.

Laura Martins, Head of Transformation and Complaints & Access to Information Services (Acting), introduced the report of the Executive Director – People and the annual report on Adult Social Care Statutory Complaints for 2022-23.

Key points were highlighted, including the decrease in volume of complaints, (noting that complaints regarding financial assessments were no longer processed through the statutory process); the statistics in respect of complaints upheld and partially upheld; timescale requirement results; complaints investigated by the Local Government & Social Care Ombudsman; and key learning themes. There had been an increase in compliments recorded, often in respect of individual staff members.

Questions were invited from Members.

In respect of the largest proportion of complaints by service area relating to ‘Older People and Physical Disabilities’, this is the biggest spending part of Adult Social Care, with the most staff and looking after the most people. It was noted that demand had risen and staff consequently had less time to build up relationships.

The single point access was explained in more detail.

It was confirmed that the department ran apprenticeships, including for occupational therapy. Work experience and talks to students were also offered to raise recruitment interest. Some OT roles had been converted to OT assistants.

The one stage complaints process was clarified, and that conversations to try to understand and resolve issues amicably were encouraged before making of official complaints.

In respect of Ombudsman complaints, Enfield Council compared well against other boroughs for adult social care. Officers would look at other borough reports and circulate comparative figures to Members.

Members welcomed the reduced level of complaints, and noted that issues related to delays and communication of timeframes rather than to the care provided.

The Panel AGREED to note the annual Adult Social Care Statutory Complaints Report for 2022-23.