New adult care complaints process to be introduced

The Local Government Ombudsman (LGO) and the Care Quality Commission (CQC) have agreed new processes to transfer enquiries, saying that this will make it easier for the public to complain about adult social care in England.

The LGO and CQC said they received around 20 enquiries per day between them that should be directed towards the other body.

Previously, people would have been advised to contact the other organisation themselves.

However, the CQC and LGO can now transfer callers directly, as well as share information securely so people do not have to repeat their details.

Dr Jane Martin, Local Government Ombudsman, said: “This is a good example of one of the practical steps the ombudsman and the regulator are taking to help improve the customer experience.

“By working closer together we are making it easier for people to access our services, raise awareness of any issues and ultimately encourage improvement in care provision.”

Andrea Sutcliffe, Chief Inspector of Adult Social Care at CQC, said: “It is important to make sure that people are helped to pass their concerns or complaints about adult social care services to the right people to act on them with the minimum of fuss. The more hoops people have to go through, the less likely they are to report poor care. This new arrangement between CQC and the ombudsman will firmly put the people first.”