Complaint outcomes

During the 2022 to 2023 period, the range of complaint outcomes varied as the charts below show.

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A chart showing Adult Social Care Complaint Outcomes
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A chart showing Adult Social Care Complaint Outcomes
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A chart showing Adult Social Care Complaint Outcomes

The information shows that more stage 1 complaints were either partly upheld or upheld this year than in the four years previously reflecting an objective complaints investigation process and an honest appraisal if service shortcomings. It also shows that there is some need to improve service delivery and more learning can be learned from complaints.

Despite this there was fewer complaints escalating to stage 2 than the previous year. The Ombudsman found fault on three occasions, which was more than the three previous years but only represent 5% of all complaints received this year.