11.40 - 12.40 Thursday 30 October 2014

Title: Complaints - a threat or opportunity?

Room: Charter 4

Main Participants:

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 explore:

-  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.