www.wiltshire.gov.uk
Adult Care Complaints
Fact Sheet No: FS15
Name of Service: Considering Making a Complaint – Adult Social Care Services
Abbreviation:
Service Type:
Summary of Service
The Aims of the Complaints Procedure are to:
- provide a swift resolution of complaints about the services we provide, wherever possible, by the people who provide the service locally;
- be clear and easy for people to use;
- make sure that complaints are both listened to and learnt from;
- make sure that we meet our duty of care to the people that we arrange services for;
- link effectively with other procedures such as the Safeguarding Vulnerable Adults Policy and Procedure.
Details of Service
If you make a complaint we will:
- treat you with dignity and respect;
- treat you fairly and make sure that you have adequate support throughout the process of making the complaint.
For the purposes of the Department of Community Services Adult Social Care Complaints Procedure a complaint is an “expression of dissatisfaction or disquiet about the actions, decisions or apparent failings” of our department which requires a response.
If it is possible to resolve the matter straight away there is no need to engage the Complaints Procedure although we can still record your comments and suggestions about how we might do things differently.
What sort of things can you make a complaint about?
- a decision that is unwelcome or that you don’t agree with;
- concerns about the quality or appropriateness of a service;
- delays in making decisions or providing services;
- the delivery or non-delivery of services including complaints procedures;
- the quantity, frequency, change or cost of a service;
- the attitude or behaviour of staff;
- the application of eligibility and assessment criteria;
- the impact on an individual of the application of a local authority policy; and assessment, care management and review.
This is not an exhaustive list.
Where the Department arranges for your assessed needs to be met by a contract with a third party e.g. another public body, agency or voluntary body, the Department still has a ‘duty of care’ to you. However, if you have a complaint, we would normally encourage you to use the third party’s internal complaints procedure in the first instance in order to try and resolve matters as quickly as possible.
Self-funded users of independent care services can only use the Department’s Complaints Procedure to complain about a service provided by the Department e.g. where they are purchasing a service themselves and wish to complain about this service they should use the provider’s own Complaints Procedure.
Who can complain?
You can use the Complaints Procedure if you apply for, or receive a service from us.
Carers can complain in their own right.
Can I complain on behalf of someone else?
If someone is eligible to use the Complaints Procedure they can ask somebody else to act as their representative and complain on their behalf.
Someone can also complain on behalf of someone who is not capable of making the complaint themselves (this includes someone who has died), if they are representing that person’s best interests. The Complaints Manager will use their discretion in deciding whether or not to accept a complaint made on behalf of someone else. If they do not accept it they will write to the representative and explain why not.
What happens if I make an anonymous complaint?
Anonymous complaints are recorded and referred to the Complaints Manager. The Complaints Procedure cannot be used but the Department will decide what action it should take.
Is there a time limit for making complaints?
Complaints should be made within one year of the event that you are complaining about. After that time the Department does not have to consider the complaint. However if there is sufficient information still available to allow a thorough investigation the Complaints Manager may accept the complaint.
If the Complaints Manager does not accept the complaint they will write to you explaining why and advising you of your right to approach the Local Government Ombudsman. The ombudsman who covers this area can be contacted at:
The Oaks No. 2
Westwood Way
Westwood Business Park
Coventry CV4 8JB
Phone: 024 7682 0000
Fax: 024 7682 0001
Email: enquiries.coventry@lgo.org.uk
You can also visit their website at www.lgo.org.uk
Or call their advice line: Lo-call 0845 602 1983
How and when can you contact us?
Adult Care Complaints Manager:
By Telephone:
01225 713953
By Fax:
01225 713953
Email:
socialservices@wiltshire.gov.uk
Or contact the Social Care Help Desk:
By Telephone:
01225 713001
By Fax:
01225 713355
By Email:
socialcarehelpdesk@wiltshire.gov.uk
Weekdays:
Monday – Thursday- 08:30 – 17:20
Friday - 08:30 – 16:20
If you need urgent help outside of these hours, you can call the Emergency Duty Service on 0845 60 70 888
For more information you can either:
- contact the Social Care Help Desk 01225 713001 or
- visit the Wiltshire County Council website www.wiltshire.gov.uk/factsheets
This Fact Sheet can be produced, on request, in other formats and languages. Please contact the Social Care Helpdesk on 01225 713001.
