Agenda item

To prepare an Annual Report on the implementation of the Representations and Complaints Procedure for submission to the Cabinet and Scrutiny Committee in order to scrutinise and monitor the arrangements for dealing effectively with complaints received from service users and their representatives

a)    To accept the report

b)    To establish a working group to look into complaints, enquiries and expressions of gratitude in more detail to consider them further

The report was presented by Councillor Menna Trenholme, Deputy Leader and Cabinet Member for Children and Supporting Families.

She gave a reminder that the report was in accordance with the Social Services' Complaints Procedure Regulations and the Welsh Government's Representations Procedure Regulations. It was noted that it was an opportunity to review how the department dealt with the concerns of Gwynedd residents. The importance of the report in measuring the performance of departments was outlined and how lessons could be learnt from each case in order to improve services for the people of Gwynedd.

It was noted that the Adults Department had received 42 informal enquiries and 23 formal complaints. The Children's Department had received 28 informal enquiries and 25 formal complaints. It was confirmed that a large proportion of the enquiries had been resolved promptly and it was confirmed that there had not been any inquiry by the Ombudsman in 2024-25.

It was confirmed that the Adults Department had received 106 expressions of gratitude and the Children's Department had received 95. The main themes learnt in the report were outlined and the importance of clear communication, supporting staff to deal with complainants in difficult situations and continuing to address the pressures on domiciliary care were emphasised.

It was noted that there was a marked increase in the use of the Welsh language in the Adults Department. The department's intentions in looking ahead to 2025/26 were outlined which included:

-          sharing lessons on a regular basis with the management team

-          continuing to chair the North Wales Customer Care Officers Group

-          encouraging the sharing of compliments alongside complaints

-          promoting the completion of e-learning training

-          rolling out the awareness raising campaign with posters in residential homes and public buildings.

It was emphasised that it was the people of Gwynedd and not the number of complaints that was important to both departments. It was noted that complaints were an opportunity for the department to learn, improve and strengthen the department's commitment to delivering quality services.

In opening the discussion to members, it was highlighted that enquiries to both departments had increased significantly, however it was noted that the number of complaints had remained constant. The department emphasised that considerable effort had been made to make staff aware of the complaints procedure and to try and get solutions before the enquiry became a complaint.

A question was asked about the increase in the number of freedom of information requests and what was the main reason behind this increase. The response given was that there were several reasons for the increase in requests such as public press coverage, requests from the police for background information, some for research purposes and it was noted that some were requests that could be presented annual. With increasing numbers, it was explained that a lot of officers' time was spent searching for and sharing the information.

It was noted that it was pleasing to hear that the report was about people rather than numbers, and that the examples brought the report to life. However, more information about the complaints was requested. The response given was that more information could be shared but only in the right forum as these issues were highly sensitive. It was agreed to create a working group to look at complaints in greater detail and possibly look at specific themes in order to maintain confidentiality.

It was highlighted that some of the examples indicated that there were no lessons to be learnt from the complaint, and it was asked if there was a reason for this. It was explained that the concerns were very wide-ranging, but that these complaints needed to be looked at specifically and that the department would report back to the member.

The huge increase in threats to staff was highlighted, and it was asked what was being done to protect staff. It was noted that this was a priority in the department and that risk assessments were being carried out at an individual level to ensure alternative arrangements if necessary. It was noted that this element could be scrutinised in the future in terms of ensuring that procedures were in place.

DECISION

a)    To accept the report  

b)    To establish a working group to look in more detail at complaints, enquiries and expressions of gratitude for further consideration