Agenda item

To consider a report by the Social Services: Adult and Health Cabinet Member on the above.

(a)        The annual report was submitted by the Cabinet Member for Social Services,   Adults and Health, giving an overview of the statistics and the main issues that had stemmed from complaints during the 2014-2015 together with a response to questions asked by the Members of this Scrutiny Committee at its preparatory meeting on 28 July.

(b)        Members were reminded that the complaints procedure was statutory and outside the Council’s corporate complaints procedure.

(c)        Members were afforded an opportunity to ask questions and the Cabinet Member and the officers responded appropriately as follows:

(i)                That the statutory Social Services complaints procedure was separate to the corporate complaints procedure and dealt directly with the care of individuals, however, complaints were received outside the statutory procedure and in these cases they would be dealt with under the corporate complaints system.   It was explained that there were two steps to the Social Services complaints procedure, namely step 1 - local response and step 2 appointing the services of an independent investigator to investigate the complaint.

(ii)              In response to a concern highlighted regarding a failure to provide specialist equipment such as purpose-built beds for patients requiring care at home and specifically in terraced housing in the Blaenau Ffestiniog area, it was noted that the Service was aware of the issue and it was the subject of a discussion with the Health Board.

(iii)              The officers noted the comments that it was necessary to interpret the responsibilities of the Health Board and Social Services because of the lack of clarity amongst the County's residents and it would be further considered how this issue can be addressed.   

(iv)             Regarding patients being sent to Community Hospitals rather than to residential care homes, it was explained that the solution to this matter was difficult due to the need to try and give the correct support to families.

(v)               A concern highlighted regarding a taxi travelling from the north of the County to the south to transport a patient to a local hospital and the matter would receive attention jointly with the Health Board if the Member submitted additional information to the Head of the Adults, Health and Well-being Department.   

(vi)             That a special complaints form for children and young people was ready and would be launched soon and it was further noted that there was a separate sheet for adults that was already being used.

(vii)             In response to a comment that the number of enquiries was higher than the complaints and vulnerable people were perhaps less likely to complain, it was noted that although every enquiry / comment were noted as a complaint, it was ensured that the Service would try to resolve the enquiries.    

(viii)           In terms of the comment made that clear communication should be ensured with users regarding arrangements to pay for care, from the complaints submitted it was seen that discussions had been undertaken but no written evidence had been recorded.   Assurance was given that a piece of work was proceeding in this context to find a solution to this matter.  

(ch)   During the ensuing discussion the following general comments were highlighted:

(d)       The Cabinet Member for Social Services, Adults and Health noted that arrangements on the new way of working at Ysbyty Alltwen were vitally important to try and abolish the split between the responsibility of the Health Board and Social Services.   It was further noted that patients who had received a service via the new procedure at Ysbyty Alltwen had expressed satisfaction with the service.   

(e)  That the report was fairly positive and obviously via discussions the Service offered solutions for users.   However, it was further noted that the Team that operates is part of the proposals system for cuts and if the resources were halved this may have an impact on the service offered. 

(f)   The opportunity was taken to thank the Service for their work.  

Resolved:       To accept, note and thank the officer for the report.