BackThe Local Government Ombudsman (LGO) is publishing its complaints statistics for adult social care – including data for both councils and private care providers – in its Annual Review of Adult Social Care Complaints 2014/15. The report is being published as part of the LGO’s role as the social care ombudsman, to encourage transparency and accountability across the whole adult social care complaints system.
The LGO received 2,803 complaints and enquiries about adult social care in 2014/15, which is 18% more than received the previous year. In those complaints where it carried out a detailed investigation, the LGO upheld 55% of cases by finding some form of fault with the council or care provider. The areas most complained about within adult social care are: assessment and care planning; residential care; home care; charging and safeguarding.
The LGO continues to see a year-on-year increase in the number of complaints it receives about independent care providers, where there has been no involvement from a council, however this remains around 10% of its entire adult social care caseload. Also highlighted in the report are some of the stories from the LGO’s complaints where people had been let down by a social care service, and the impact this had on them.
Local Government Ombudsman, Dr Jane Martin, said: “We are releasing our statistics to encourage those providing and arranging social care to think about their own complaints procedures and ensure they are as accessible and accountable as they can be. As the health and social care sectors become more integrated, complaints systems must maintain clear lines of accountability so that the patient or care user understands where to turn to if they wish to raise concerns.”
As the social care ombudsman, the LGO investigates unresolved complaints about all adult care services – including care that is privately funded as well as publicly arranged. The LGO is free to use, impartial and independent. If it finds fault, the LGO will recommend action to put things right. It publishes reports of its investigations to share lessons learned and help improve public services.
To read the full press release on the LGO’s complaints statistics for adult social care, please visit the website of the Local Government Ombudsman.
Source: Office of The Local Government Ombudsman, UK
