Asking the people we support about what matters to them is a key part of developing our services, and the feedback we receive enables us to see where improvements may be needed to the services we deliver. This year we have continued to focus on recovery following the Covid-19 pandemic, so have not been able to consult with individuals as much as we would like. However, you will find examples of feedback and surveys throughout the report, under the relevant quality standard.
Complaints about our services
These provide us with direct feedback from people who receive our services, and their families and carers. They highlight areas where we are doing well, and also where we can improve our practices. Receiving a complaint means that we can:
- Acknowledge them quickly when we make mistakes
- Put them right and apologise where appropriate
- Ensure we learn lessons from complaints
Due to the way we report on complaints and compliments in Social Care, we are providing you with a summary of our performance from 2021-22.
To understand the volume of complaints regarding the average number of cases open to the department, the proportion was:
- 12 complaints about Integrated Adults and Community Services out of approximately 3,400 people receiving services (0.35%)
- 5 complaints about Children, Family and Safeguarding Services out of approximately 900 children and young people receiving services (0.55%)
- In total there were 17 formal complaints received and concluded in the reporting year 2021-22
The financial impact on Conwy as a Local Authority totalled £5,426, up from £4,710 on the previous year. This included appointing independent investigators or independent persons to complete the Stage 2 investigation process, one of which had been concluded in 2020-21 but was reconciled the following year.
The graph below details the number of complaints received across the department over the past five years:
The trend over the last five years represents a decline in the total number of formal complaints received year on year, however, there were a total of 17 complaints for 2021-22, an increase of one from the previous reporting year. There has been a reduction in the number of formal complaints received in regards to Children, Family and Safeguarding Services, with an increase in complaints for Integrated Adults and Community Services.
Of the 17 complaints received, 15 were resolved at Stage 1 and two at Stage 2. This highlights the effort we afford to resolving complaints early and achieving a local resolution. Eight complaints were about Older People and Hospital Social Work Services, however they also have the highest number of open cases within the whole department, so this is still a low figure in terms of an overall percentage.
100% of Stage 1 complaints had an acknowledgment letter or e-mail sent out to the complainant within two working days.
60% of Stage 1 complaints received were completed within the 15 working day timescale, which represents a slight decrease in performance in comparison to the previous reporting year. Those that didn’t meet the timescales were either very complex, or took place over the Christmas period when staff were on leave.
76% of complaints were received from family members, and the themes varied from care home or domiciliary care arrangements, poor (or a lack of) communication, a lack of support provision or a lack of action from staff.
The most significant lessons resulting from complaints in the past year are:
- Communication is key to people receiving services and their families; any changes in circumstances need to be effectively communicated to them. Returning calls or simply calling when planned is vitally important to ensure a good working relationship.
- Following up on any agreed actions.
- Ensuring that any information provided is clear and followed up in writing.
- Contact should be arranged when there is a relationship breakdown between parents.
- Individuals should be updated in relation to any update to their care and support.
- We should ensure that people understand the information provided and manage expectations.
Compliments about our services
During 2021-22 we received a total of 122 compliments; 107 about Integrated Adults and Community Services, and 15 about Children, Family and Safeguarding Services. The nature of the different services will influence the numbers, but it is good to note that compliments outnumber complaints! Almost half were received by the Older People and Hospital Social Work Service.
We welcome compliments as a way of learning good practice, and they assure us that we are on the right track.
Changing our Children’s Services terminology
You will notice that we refer to ‘Children Looked After’ throughout this report, whereas in previous years we have used the phrase ‘Looked after Children’. This is part of a move away from the ‘cold and distant’ language used by everyone from social workers to civil servants when referring to children and young people in our care. In Conwy this change has been welcomed by everyone, from the Chief Executive, to colleagues who work with children who are looked after, and the children and young people themselves.
The change in tone will apply to several aspects of children’s care and support, including placements, contact with parents and guardians, and periods of respite. Plain and simple terms, in everyday language will be used instead, referring to home, family time and short breaks or sleepovers. We will all be making an effort to incorporate these changes into our paperwork, conversations and meetings.
Take a look at the video created by children’s charity Voice of Young People in Care, which explains the reasons behind this change in language.
Engaging with care home residents
This year our Participation Officer has engaged with the residents of four residential homes, the families of one nursing home, and the tenants of the four housing association-owned extra care housing projects in Conwy. As a result of the engagement in the extra care housing settings we noted improvements in the wellbeing of many people living there, after the isolation and limited social contact throughout the pandemic. Findings were shared with our Partnership Support Officer colleagues, who were able to ensure that some of the issues raised by the residents in one care home were resolved.
What were the challenges?
Not all residents want to or are able to engage with consultation exercises, so we ask settings such as nursing homes to write to families to gain their support. In extra care housing not all of the people living in apartments are confident about the process, so the Participation Officer tries to allay their fears by emphasising her impartiality.
What’s next?
In 2023 we’ll be continuing our engagement and participation work with care homes in Conwy to ensure that residents have a say in what matters to them. We are also supporting the development of age-friendly communities by involving care home residents and volunteers in a new reminiscence therapy project.