Complaints by service area
In the 2022 to 2023 period, we received a total of 66 complaints. The distribution of these complaints by service area was as follows:
- Complex Care received most complaints, with 27 Stage 1 complaints and 5 complaints that were escalated to the Ombudsman
- Integrated Commissioning saw 13 Stage 1 complaints and 1 Stage 2 complaint. Integrated Rehabilitation had 9 Stage 1 complaints
- Safeguarding Adults was subject to 9 Stage 1 complaints and 1 Ombudsman complaint
Integrated Services for Older People and Public Health each had 1 compliment, but no complaints.
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In the year 2022 to 2023, the Adult Social Care Services received a total of 66 complaints. Most of these complaints were about Complex Care, but only 12% were escalated to the Ombudsman. In contrast, 28% of all complaints received about the Safeguarding Service went to the Ombudsman. This cannot be attributed to a single factor.
Our Integrated Commissioning and Integrated Rehabilitation services received 13 complaints each over the course of the year. All complaints in these areas were resolved without the involvement of the Ombudsman, reflecting the effectiveness of the services complaint resolution processes.