Agenda item

To consider a report on the Children and Families Complaints Procedures.

Andrew Wade, Complaints Manager, attended to provide a report which summarised the information regarding the compliments and complaints received between April 2009 and January 2011 and which outlined the proposals for improving the related processes and procedures.

It was explained that there was a long established compliments and complaints procedure at Cheshire East, much of which was inherited from previous authorities. Attention was drawn to the possibility that as the public were increasingly using the internet to submit compliments and complaints; it was very likely that the volume of these would go up considerably. With this in mind, it was explained that there was a need to review how compliments and complaints were managed. Indeed, it was noted that research had indicated that high performing organisations value and encourage feedback from their customers/service users. Therefore, it was vital for Cheshire East to ensure that its processes and procedures were as good as they could be.

Andrew Wade continued to highlight and outline the main areas for development that had been identified by the service. Firstly, it was explained that work was being done to try and get more young people contributing compliments and complaints. It was noted that the service were liaising with Barnardos in their role as advocates for young people in an attempt to improve this.

Furthermore, it was reported that attempts were being made to improve how stage 1 complaints were being managed. In particular, attention was drawn to the way that the service was putting more emphasis on mediation so that any issues that arose would be dealt with prior to reaching the complaints stage.

After considering the report in detail, the Chairman made the comment that as this was an important service and something that was subject to Ofsted inspections, it was very pleasing to see the work that was going on.

In opening the questions, a query was raised over graph 1 in appendix 1 which illustrated that the number of complaints in Macclesfield was higher than in other areas. It was questioned whether this was solely due to the recent closure of the Langley Unit or whether there were other reasons behind this. It was confirmed that the closure of the Langley Unit could have had an impact on the figures but it was explained that just because the figures were high this did not necessarily have negative connotations. Indeed, it could be indicative that the complaints procedure was working well in those areas. Conversely, it was explained that there could be cause to investigate those areas which had a low complaints figure.

A comment was made in reference to the top of page 4 of the report. It was suggested that the phrase ‘successful in diverting complainants away’ could be adjusted to ‘successful in resolving complainants’ issues’.

Attention was drawn to the way that the current database did not correlate with the structures being put in place. It was confirmed that this was being rectified as soon as was possible and that the resource was still available for making the requisite change.

As a final remark, Cath Knowles noted that it was often difficult to get social workers to flag up the compliments that they often got for their work. With this in mind, it was explained that the number of compliments would possibly outnumber the number of complaints. Andrew Wade agreed with this and reaffirmed the point that receiving compliments was just as important as complaints for shaping future policy.

RESOLVED – That the following recommendations be agreed:

·        Training for all workers across Children’s social care in handling complaints

·        Training for Consultant Practitioners on Stage 1 investigations

·        Training for Group Managers around undertaking stage 2 investigations

·        Development of complaints information for young people

·        Updating of the complaints database so it reflects the current structure and requirements.

·        Recruitment and training of volunteers to sit on stage 3 panels.