Responding to the Local Government and Social Care Ombudsman’s launch of a good practice guide for care providers, Glen Garrod, President of the Association of Directors of Adult Social Services, said:

“ADASS members and care providers are doing everything they can to ensure that all those in their care receive the best possible service.

“However, where people who are in receipt of care and their families believe that the quality of service has fallen below their expectations, it is important that they have the information and support available to make a complaint. If they feel that their concerns will be taken seriously and acted upon, then more often services will improve in consequence. Councils, local Healthwatch and the Care Quality Commission all have a contribution to make as well. There should be no wrong door for people with a concern about the social care services they receive.       

“It is essential that all involved, most notably providers are able to learn and share lessons from complaints in order to improve their services. This good practice guide from the Ombudsman is a useful resource to help them achieve this.”