Ombudsman warns government social care complaints system needs 'mandatory signposting'

The government has been urged to introduce ‘mandatory signposting’ after an annual report revealed only 14 per cent of people who use private care providers complained of poor service to the ombudsman in 2019-20.

The Annual Review of Adult Social Care Complaints states out of the 3,073 complaints and enquiries received by the ombudsman, only 430 were from people who arranged their care with independent providers.

The disproportionately low number of complaints and enquiries about independent providers means the independent sector is missing out on an untapped seam of valuable learning and potential improvements to their services, according to the review.

’Each missed complaint is a lost opportunity to improve care services’

Michael King from the Local Government and Social Care Ombudsman, said: “We’re pleased with how the adult care sector has worked with us to make almost 600 improvements to its services last year, which were agreed in our investigations. This is seven per cent more than the previous year, and they include things such as policy changes and staff training.

“However, people who fund their own care are still under-represented in the complaints we see, and the number has plateaued for the past couple of years. Each missed complaint is a lost opportunity to improve care services.”

The ombudsman upheld 69 per cent of those complaints it investigated in detail – higher than the average uphold figure of 62 per cent across all the organisation’s work. That uphold rate rose to 71 per cent for cases specifically about independently provided care.

Mr King added: “Mandatory signposting will also be better for businesses. The social care complaints system in England is not a voluntary scheme but the current level of engagement varies considerably. This is placing greater burdens on more conscientious providers while allowing weaker operators to avoid public accountability.

“This undermines fair competition and consumer choice. Instead, there should be a level playing field, where the rules are applied consistently – in the best interests of users and businesses.”

Healthwatch England’s national director, Imelda Redmond, said: “It is important that care users understand how to complain about the services they receive, and that providers use this feedback as an opportunity to identify and tackle the root causes of complaints. Statutory signposting would help to develop a learning culture in social care, improve understanding of the role of the ombudsman and drive service improvements.”

Professor Martin Green, chief executive, Care England added: “We always welcome any new learning that providers can take from these reports and similarly we welcome the annual review which brings everything together. We will be sure to share the report with our members.

“There are some interesting recommendations and we look forward to discussing how mandatory signposting would work. During the pandemic, the sector has worked extremely hard to deliver the best possible care and I want to pay tribute to the adult social care workforce for its incredibly hard work.”