We are committed to learning from the feedback we receive through complaints. They are a vital tool for understanding the experiences of our service users and for driving improvements in our service delivery. By analysing the causes, themes, and outcomes of complaints, we can identify areas that require attention and implement measures to enhance the quality of care we provide.

Throughout the year, the Complaints Team has engaged in regular discussions with officers from Children Social Services and produced monthly performance reports for senior management to review and act on. These have helped foster a culture of continuous improvement and responsiveness, although response time still need to improve. Additionally, staff from the service have been actively involved in reflecting on complaints during supervisions, one-on-one meetings, a team discussion to ensure that complaint learning is embedded and consistent throughout the year.

Key issues identified:

• Service quality
• Policy and Procedure
• Communication
• Financial transparency
• Staff conduct
• Improved administration

In 2022 to 2023, there were several complaints which caused us to act and amend our service delivery. Details of these are provided below. Note that none of these complaints were investigated by the Ombudsman. 

Deliver staff training or guidance

To address a complaint regarding service quality, all social workers were reminded of the need to make comprehensive notes of conversations and any social work strategies so any decisions could be properly explained if challenged later and to better manage the expectation of any parent involved

In response to another complaint about poor communication, all relevant staff were reminded to acknowledge receipt of emails, provide timely responses, and ensure the responses remained courteous and respectful after a complaint was upheld about poor communication

Change or review service

We decided to work differently with a foster carer to establish whether reunification with the biological mother could continue to take place after objections were raised and upheld about the way we had managed the relationship

Issues raised at team meetings

A discussion took place at a senior officer team meeting about the impact of poor communication, and the importance of timely and clear communication following an upheld complaint about inadequate communication from a social worker.

Following a complaint relating to policy and procedure, a meeting with the officers involved was held where the need for timely completion of assessments was reiterated to all social workers and managers in attendance

Due to a complaint about staff conduct, a meeting took place where the importance of producing and distributing minutes and notes from meetings in a timely manner was emphasised

To address a complaint about poor financial transparency, a discussion with relevant staff took place where the importance of transparent communication was reinforced to prevent any potential misunderstandings from recurring in the future.

Provision of additional information

A copy of the C & F Assessment and CIN plan was shared with a parent following a complaint from him that he had not been kept informed about his child’s welfare and support needs which he was entitled to, and which had been withheld. 

Specific tasks completed

Following an upheld complaint from a person who was stressed and overwhelmed due to some short notice contact arrangements and general inadequate communication, a weekly communication strategy was prescribed to them. This included advance confirmation of contact dates, timely information sharing, better support from social workers, and ensuring clear procedures were put in place to prevent a recurrence of the issues that led to the complaint.

Formal apologies for poor service

Formal apologies were sent in writing on a variety of complaints throughout the year for shortcomings identified as part of investigation that took place through the statutory and corporate complaints process.

Change and review of service

A complaint was upheld that information was supplied to an individual just before a Child Conference was taking place over Teams, which caused a lot of stress and anxiety to the person involved. It was therefore agreed that future conferences would be held face-to-face in the future with more warning given to the complainant before they take place.

The corrective actions taken in response to complaints during 2022 to 2023 highlight a proactive approach to addressing service quality, communication, policy and procedure, staff conduct, and financial transparency. By implementing staff training, reviewing services, and ensuring timely communication, we have taken strides to improve service delivery. The emphasis on continuous improvement and responsiveness is trying to foster a culture of improving through continuous engagement to improve the quality of care we provide to all our service users.