Together with the Local Government Ombudsman (LGO), we have announced a new arrangement for people who want to raise concerns about adult social care in England which will make it easier for people to complain about their care.
While we have different remits to the LGO for investigating social care issues (we action concerns about care services, while the LGO manages complaints) each organisation can receive around 20 enquiries a day that should be directed towards the other body.
From today, the new process will transfer enquiries between the organisations, saving people’s time and reducing the need for people to repeat information.
Previously, people would have been advised to contact the other organisation themselves. But now, following the introduction of the new process, each body can transfer callers directly, as well as share information securely so people do not have to repeat their details.
Andrea Sutcliffe, Chief Inspector of Adult Social Care at the Care Quality Commission said: “It is important to make sure that people are helped to pass their concerns or complaints about adult social care services to the right people to act on them with the minimum of fuss. The more hoops people have to go through, the less likely they are to report poor care. This new arrangement between CQC and the ombudsman will firmly put the people first.”
Michael King, Executive Director at the LGO, said: “This is a good example of one of the practical steps the ombudsman and the regulator are taking to help improve the customer experience.
“By working closer together we are making it easier for people to access our services, raise awareness of any issues and ultimately encourage improvement in care provision.”