11.40 - 12.40 Thursday 30 October 2014
Title: Complaints - a threat or opportunity?
Room: Charter 4
Dr Jane Martin, Michael King
Chair: Donna Campbell, Assistant Ombudsman
As the social care
ombudsman, the Local Government Ombudsman will draw on its first annual review
of adult social care complaints (published in May 2014). The report called for
accessible, effective and accountable social care complaints systems.
The session will
- how we can ensure that the expectations of
people who use services are central to how
complaints are received, handled and resolved by services.
- the opportunities
to use complaints as a tool for individual learning, service improvement and
wider system change.
- how complaints can be used more effectively to support local accountability and scrutiny of local services.