Complaints to South Lanarkshire social work drop in past year

COMPLAINTS to South Lanarkshire’s social work department fell last year despite an increase in general enquiries from the public in the local area.

The council said that they recorded 225 complaints between April 2009 and March this year, down from 230 for the same period the year before.

However, an exercise to increase employee awareness at the importance of recording complaints or enquiries has resulted in a 21 per cent increase in MSP/MP enquiries from 239 to 289.

The vast majority of complaints was regarding Adult and Older people’s services (149) with Children and Justice Services receiving 66 and Performance and Support Services just 10.

Over 64 per cent of enquiries regarded adults or older people.

The most common themes of complaints were management (44), staff (37), the care package on offer (17), equipment and adaptations (17) and internal home care (14).

Over the 514 complaints or enquiries, the council issued 39 apologies and took further action in 273 cases.

Seven needed further investigation but in 58 cases no further action was taken. In one case there was an alteration to service provision and another prompted a review of social work procedures.

The Social Work Complaints Review Sub Committee heard four cases, upholding Social Work Resources decision in two cases and partially upholding the complaint in two cases.

The Ombudsman investigated one complaint, making three recommendations in the process.

The figures were put to councillors at a Social Work Resources Committee last week. They were also told that 68 members of staff had been nominated in the council’s Employee Recognition Scheme.

Social Work received 43,263 new referrals in 2009/10.

Over 4000 people in South Lanarkshire recieve a home care service from social work while over 1000 adults with learning difficulties are supported within their own community.