Lack of complaints cause care homes to miss learning opportunities

The Local Government and Social Care Ombudsman annual report reveals that a disproportionately low number of complaints about independent providers may prevent them from improving their services.

During the period 2019-2020, the Ombudsman received 3,073 complaints and enquiries, however, only 430 were about privately arranged care with independent providers.

With many people unsure of how to process a complaint, independent providers are missing out on valuable learning opportunities and potential improvements to their service.

Michael King, Local Government and Social Care Ombudsman said: “We’re pleased with how the adult care sector has worked with us to make almost 600 improvements to its services last year, which were agreed in our investigations.

“However, people who fund their own care are still underrepresented in the complaints we see, and the number has plateaued for the past couple of years. Each missed complaint is a lost opportunity to improve care services”.

The Ombudsman is calling for the planned social care reforms to include mandatory signposting ensuring people know how to complain to the provider and how to escalate their complaints to the Ombudsman if they are unhappy with the services they are receiving.

Michael King adds: “Mandatory signposting will also be better for businesses. The social care complaints system in England is not a voluntary scheme but the current level of engagement varies considerably. This is placing greater burdens on more conscientious providers while allowing weaker operators to avoid public accountability.

“This undermines fair competition and consumer choice. Instead, there should be a level playing field, where the rules are applied consistently – in the best interests of users and businesses”.

Professor Martin Green OBE, chief executive of Care England comments: “We always welcome any new learning that providers can take from these reports and similarly we welcome the annual review which brings everything together.  We will be sure to share the report with our members”.

Facebooktwitterredditpinterestlinkedinmail
[pro_ad_display_adzone id=489]

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

By continuing to browse or by clicking "Accept All Cookies" you agree to the storing of first and third-party cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.
Cookie Policy
Cookie Settings
Decline All
Accept All Cookies
By continuing to browse or by clicking "Accept All Cookies" you agree to the storing of first and third-party cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.
Cookie Policy
Cookie Settings
Decline All
Accept All Cookies
Cookie Settings
STAY UPDATED!
Thank you for visiting CHMonline.co.uk, the website for the leading magazine for care home managers, operators and directors. If you would like to receive the digital edition and/or the editor's regular newsletters via email please subscribe here.
Are you a care home staff member or operator?
Terms: Care Home Management (S&A Publishing) may use the information you provide on this form to get in touch with you with relevant industry news and promotions. You can change your mind at any time by clicking the unsubscribe link in the footer of any email you receive from us, or by contacting us. We will treat your information with respect. For more information please view our privacy policy.
By submitting this form you agree to the terms.
SUBSCRIBE