Issue - meetings

That Members scrutinise the effectiveness of the compliments procedure with lessons being learnt to improve service provision.

The Senior Manager for Children and Workforce gave background to the report stating that Social Services was a people-based service that supported thousands of Flintshire residents and while some residents welcomed support and gave positive feedback, others did not which resulted in complaints.  He handed over to the Complaints Officer to explain the statistics.

The Complaints Officer for both Adult Social Care and Children’s Social Services gave a brief overview of the report for both areas covering:-

·         Overview of complaints

·         Stage 2 (Independent Investigation)

·         Ombudsman

·         Lessons Learned

He summed up by saying that across the service there had been 212 compliments and that complaints had fluctuated but had been steady.

Councillor Mackie agreed that the report was similar to previous reports and that complaints were being handled appropriately.  He also stated that people were more likely to complain and was pleased that so many compliments had been received.  Councillor McGuill agreed with Councillor Mackie and was impressed on how practices were altered as a result of complaints received.

The recommendation was moved by Councillor Linda Thomas and seconded by Councillor Hilary McGuill.

RESOLVED:

That Members welcomed the effectiveness of the compliments procedure with lessons being learnt to improve service provision.