Responding to findings from the Local Government and Social Care Ombudsman’s Review of Adult Social Care complaints 2017-2018 published today, Andrea Sutcliffe CBE, Chief Inspector of Adult Social Care, said:
“These are challenging times for adult social care with pressure on resources, increasing demands and workforce shortages all having an impact on the quality and consistency of care that people receive.
“In these circumstances, it’s more important than ever that those in charge of running and commissioning care services actively listen and learn from people’s experiences, concerns and complaints.
“CQC sees regular evidence of this in the four fifths of adult social care services currently rated as good or outstanding across the country, but as this report from the Local Government and Social Care Ombudsman once again highlights, this isn’t the case for everyone.
“Ensuring complaints policies are accessible, that people know how to raise issues, their concerns are responded to and any promised action gets sorted is all part of delivering truly responsive and well-led care. Where we find that isn’t happening, CQC will take action in the interests of people, their families and carers, who deserve better.”
Read more about the Local Government and Social Care Ombudsman’s annual review of complaints
It’s more important than ever that those in charge of running and commissioning care services actively listen and learn from people’s experiences, concerns and complaints.
Andrea Sutcliffe, Chief Inspector of Adult Social Care