Ombudsman launches complaints guides

Care providers are being encouraged to adopt a new statement which sets out best practice in receiving and dealing with comments, complaints and feedback about their services.

Launched this week by the Local Government and Social Care Ombudsman and Healthwatch England, the new single complaints statement helps adult social care providers set out what service users, their families and representatives can expect when making a complaint.

Born out of the Quality Matters initiative, which aims to improve the quality and consistency of adult social care provision across the country, the statement offers a simple bulleted guide for each stage of the complaints process.

The Government recognised the value of the new single complaints statement in supporting a more consistent understanding of handling of complaints as part of its recent response to the CMA market study on care homes.

Launched alongside the complaints statement is a second document created for service users to help them better understand the complaints process. An accessible ‘EasyRead’ version is also available.

Michael King, Local Government and Social Care Ombudsman said: “Our investigations have shown the best councils and care providers have open and reflective complaints procedures, with a learning attitude at the heart of them. These new complaints statements should be a useful tool for all providers and their complaints systems.” 

Download the documents.  

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