Ombudsman responds to CMA care home report
Michael King, The Local Government and Social Care Ombudsman, has responded to the Competition and Markets Authority's (CMA) Care Homes market study.
“Our Annual Review of Adult Social Care Complaints has recently highlighted that many care providers have been working harder to make their complaints processes more accessible and telling people they can come us to resolve any lasting disputes.
“But there is more work to be done, and we welcome the CMA’s recommendation for statutory signposting to us, which would place the onus firmly on care providers to make this right known to their service users. This already exists in other parts of the UK and we have called for it in England for a number of years.
“Our casework shows there is a need for better information to be made available to service users and their families, particularly around care charges, to allow them to make informed choices about care. We are pleased to see the report call for this, and an important review of advocacy support. Better access to advocacy services, as the CMA has recognised, would also help improve the current system for people receiving care.
“We know many people simply give up after they have been through the local complaints process even if they remain unhappy. Care staff should be empowered to provide swift and proportionate responses so as not deter people from pursuing their concerns.
“Above all, we want to see a culture shift in the approach to complaints. We know the best councils and care providers empower their workforce to deal with complaints and to view them as free feedback and an opportunity to learn from their mistakes – and those of others – to drive service improvements. This can only be done by taking ownership of complaints, and their outcomes, at the highest level.”
Latest News from
Draft Public Service Ombudsman Bill laid in Parliament05/12/2016 12:37:21
A new complaints body will provide the public with greater confidence that their voices have been heard.
Nursing home fails to provide dignified care to Sandwell woman - Ombudsman28/11/2023 16:15:00
A Sandwell woman suffered significant hair, diet and skin problems because the nursing home her local council placed her in failed to meet her cultural needs.
Standing in the way of support – Ombudsman finds councils not doing enough to offer choice for parents24/11/2023 10:05:00
Too often parents of children with special educational needs and disabilities (SEND) are not being given a choice in how their children are supported because their local councils do not fully understand the personal budget process.
Hospital’s failing led to postman’s death following football injury13/11/2023 16:15:00
A man died after doctors missed a fatal blood clot which developed after routine knee surgery, England’s Health Ombudsman has found.
Families in South Gloucestershire being denied the respite support they need - Ombudsman08/11/2023 09:15:00
Nearly a third of families of children with special needs in South Gloucestershire have not been receiving the respite care they need, the Local Government and Social Care Ombudsman has discovered.
Council care calculations called into question02/11/2023 15:20:00
North Yorkshire Council has been told to re-calculate how much a woman should pay for her care after the Local Government and Social Care Ombudsman found issues with its predecessor’s sums.
Dental complaints on the rise31/10/2023 09:15:00
Complaints about NHS dental practices have risen by two-thirds with access, treatment, and fees, common causes for concern, according to England’s Health Ombudsman.
More action on sepsis needed as NHS Ombudsman still seeing same failings a decade on26/10/2023 15:15:00
The UK’s Health Ombudsman has warned that sepsis is still taking too many lives due to the same hospital failings we were seeing over ten years ago.