Improving and learning from complaints
We use complaints to help improve the service we provide to our residents. By analysing individual complaints, identifying what went wrong and considering how we could improve in the future we can reduce repeat service failure and provide a better level of service.
By closely monitoring complaints, we can identify common themes and recurring problems within our Children Social Care Services that need attention. Complaints are regularly discussed at team meetings, during officer supervisions and at one-to-ones. Complaint reports are produced each month and discussed with senior managers, the Deputy Director and Director of the service.
The Complaints Team works closely with officers to help them respond to difficult complaints more effectively. They also manage the administration of all statutory complaints and all enquiries from the Local Government and Social Care Ombudsman (LGSCO).
Learning from complaints
The chart below shows the various actions we took after a complaint was either partially upheld or upheld during this period.
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Key Themes and Actions
The key themes identified from specific complaints and the actions taken in response to them is provided below.
Communication and information sharing
Several complaints highlighted concerns regarding a lack of clear communication, particularly in informing families about changes in social workers and failing to provide meeting minutes.
Actions taken. Staff training was delivered to reinforce the importance of timely and clear communication. Some service protocols were revised to ensure that updates to families were formally documented.
Delays in service delivery
Some complaints related to delays in providing key services or responses, causing distress to families relying on timely interventions.
Actions taken: Where necessary, additional resources have been allocated to specific service areas to improve response times. Supervisory oversight has been strengthened to monitor case progress, and targeted training has been provided to ensure timely completion of casework. Escalation pathways have been refined to ensure that issues of delay are promptly identified and addressed.
Adherence to policies and procedures
Complaints revealed instances where policies and procedures were not consistently followed, leading to variations in service delivery.
Actions taken: Some policies have been reviewed to ensure clarity, and refresher training has been provided to staff to reinforce compliance with established guidelines. Where appropriate some internal quality assurance audits were used to monitor adherence to policies, and a peer review system was used to ensure best practices.
Access to services
Some families expressed concerns about difficulty in accessing services or support.
Actions taken: Services have been reviewed to ensure that access barriers are minimised. A dedicated point of contact has been introduced for families needing guidance on navigating services, and digital access channels such as emails have been improved to streamline service requests. Feedback mechanisms have also been enhanced to ensure that service users can report access difficulties more easily.
Through the implementation of these corrective actions, we aim to enhance service delivery and build trust with individuals. Complaints continue to be a valuable tool for identifying areas for improvement, and we are committed to embedding lessons learned into everyday practice.