Complaints by service area
This year we received complaints about the following service areas:
- Looked after Children Permanence and Specialist Services
- Mash, Referral & Assessment, Family Support & Child Protection
- Professional Standards and Quality Assurance
Complaints by service area broken down by the different stages of the complaints process
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Analysis
In keeping with other years, most complaints were in ‘Looked after Children’ and ‘Mash, Referral and Assessment’. These services receive the most complaints because they carry out assessments on individuals who are sometimes unhappy with the outcome.
The number of Stage 2 complaints was the highest level compared to the previous four years. More work is required at Stage 1 of the process to reduce the number of escalated complaints as they have a significant impact on time and resources. Through working more closely with families, individuals and through learning from complaints we hope to reduce complaint volumes in the future.