Social Care Complaints Rising across Scotland

Alliance - People in Scotland are more confident about complaining when care services do not meet expected standards, according to a new report " v:shapes="Picture_x0020_3"> by the Care Inspectorate.

Scotland’s social care scrutiny and improvement body has published Complaints about care services in Scotland, 2011/12 to 2015/16, " v:shapes="Picture_x0020_2"> which notes that whilst complaints about care services have increased over a five year period by around 45%, the overall quality of availablecare has improved.  The report reveals:

  • A total of 4,086 complaints were received in 2015/16 rising from 2,800 in 2011/12
  • The percentage of services achieving grades of good or better for all Care Inspectorate quality themes increasing from 85% to 88%
  • The majority of the complaints investigated each year are upheld – 59% were upheld in 2015/16.
  • Most complaints are made by friends, relatives and carers of people using a service (45%), compared with only 9% from people who use services themselves.

Karen Reid, chief executive of the Care Inspectorate said: "“We know from our inspections that the majority of care services in Scotland perform well and that the quality of care is good or better in the overwhelming majority of services.  Our complaints procedure allows people who use services, their friends, families and others, to raise concerns they have when things are not as good as they should be. We use our complaints procedure to help us support services to improve wherever possible and that enables us to ensure people in Scotland continue to receive high quality, safe and compassionate care.”

Care Inspectorate: Statistical bulletin on complaints about care " v:shapes="Picture_x0020_1">

Would you like to debate the future of Social Work in Scotland? The ALLIANCE, Audit Scotland and event partners are holding an event in Glasgow on the afternoon of Wednesday 30 November. The session will bring together a wide range of stakeholders to consider the issues raised in the report, stimulate discussion and gather views on the future direction of social work.  For more information, please contact Rhona Millar on 0141 404 0231 or email [email protected].

Source: Alliance

Centre for Scottish Public Policy
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