Social Care Ombudsman welcomes strong leadership in CQC State of Care report
Michael King, the Local Government and Social Care Ombudsman, responded to the CQC’s State of Care report.
“It is no surprise to hear that leadership is credited with maintaining good quality adult social care services. In my experience, when things do go wrong, it is strong leaders in organisations that empower their staff to respond quickly and confidently to complaints, which make the most of the learning opportunities from our investigations.
“The best leaders can foster a true learning culture, one in which complaints are actively owned at director and board level, where outcomes are analysed and to whom accountability rests for putting things right and making service improvements.
“Reviewing these complaint responses as a standing board item, or at regular scrutiny committees, would allow councils and care providers to show they proactively own the learning from complaints and are open to public scrutiny. How many can say they already do this?
“To raise a complaint, people have to overcome a number of barriers, perceived or real. So in the first instance councils and care providers need to ensure the complaints process is as visible and accessible as it can be.”
The Local Government and Social Care Ombudsman investigates all unresolved complaints about adult social care, including privately funded care. The Ombudsman works closely with CQC to inform its inspections by sharing its findings where an individual complaint may point to problems with overall standards of care.
The Local Government and Social Care Ombudsman will be publishing its Annual Review of Adult Social Care Complaints 2016/17 later this year.
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.
More systemic problems seen in Ombudsman complaints lead to increased wider service improvements30/07/2020 09:15:00
Increasing systemic problems seen in people’s complaints has led to the Local Government and Social Care Ombudsman making more wider service improvement recommendations to councils in 2019-20 than ever before.
Woman loses car because of failings by Merton enforcement agents24/07/2020 09:15:00
Merton enforcement agents acting on behalf of the local council wrongly seized a woman’s car – and her means of employment – when attempting to recover a debt, the Local Government and Social Care Ombudsman has found.
Ombudsman highlights where councils can improve services to homeless people16/07/2020 16:15:00
Problems with the way councils are meeting new housing duties are making some homeless people’s situation worse, the Local Government and Social Care Ombudsman has found.
Ombudsman paints stark picture of NHS complaint handling and launches public consultation to drive improvement16/07/2020 12:43:00
The Parliamentary and Health Service Ombudsman yesterday presented a report to Parliament painting a raw picture of an NHS complaints system in urgent need of reform and investment.
Homeless Haringey family left in bed and breakfast accommodation because of council errors09/07/2020 14:15:00
A Haringey mother of six has been living in bed and breakfast accommodation since February 2020 because her local council did not do enough to prevent her from becoming homeless, the Local Government and Social Care Ombudsman has found.
Norfolk council agrees to rigorous scrutiny of services for children with Special Educational Needs03/07/2020 09:15:00
Councillors in Norfolk will be provided with regular detailed analysis of the county council’s special educational needs services following a critical Ombudsman report.
The UK’s national Ombudsman calls on Government to learn from Covid-19 mistakes02/07/2020 14:15:00
The Parliamentary and Health Service Ombudsman (PHSO) is calling on the UK Government to give clarity about its plans for a robust and independent lessons-learned exercise into the handling of the Covid-19 pandemic.