Minutes:
5.1 Social Services Complaints and Representations Annual Report
2017-18
The Committee received information in relation to
the Complaints and Representations Annual Report 2017-18 as contained within
the circulated report.
Members were pleased that the numbers of complaints
were reducing but asked what lessons were learnt from the complaints that had
been upheld. Officers explained Head of Children and Young People Services meet
with Complainants and a detailed response is sent out to the Complainants. The
outcomes are fed into Managers meetings, training officers are updated on
issues that need additional/further training and in some cases where necessary
issues with individual staff are addressed by their manager. Also, lessons
learnt are fed into audits to ensure that improved practice has taken
place. Complainants are also invited
where appropriate to attend Staff Group to give an overview of their issues so
that staff can actually hear the issues in person. Officers also confirmed that
adult services complaints has the same process.
Members identified that there was a need to include
comparative data in the next Complaints Report to enable Members to see any
changes year on year. Officers to bring comparative data to a future meeting of
the Social Care, Health and Wellbeing Scrutiny Committee.
Following scrutiny, it was agreed that the report
be noted.
5.2 Proposed remodel and relocation of Complex Needs Day Services
Members received an overview of the proposal to
enter into a formal 45 day public consultation regarding a proposed remodel and
relocation of the current Complex Needs Day Services as detailed in the
circulated report.
Members asked if the proposal affected the delivery
of any services provided by external providers. Officers explained that there
was no external provider’s delivery the services in the proposed changes. All
the services were currently provided internally. The proposal out for
consultation was for rather than having 3 sites that provide a complex needs
service each site would specialise in different complex needs service.
Presently, there are service users with Complex Autism needs sharing the same
site as a service user with Health Needs. These would be provided on different
sites.
Members asked that maps be provided to show where
the sites are. Also, what is the impact for someone receiving a service at a
current site and moving them to another site with the additional issue of the
reduction of the availability of transport. Officers
advised that currently due to the complex needs of service users, only
specialist transport can be used and the service is needs led so the transport
arrangements would remain the same just to different
sites.
Members queried what was the transport position
with new service users? Officers explained that these issues should be
identified in the consultation and would be included in the consultation
document.
Members asked how Officers ensure that service
users who have complex needs are able to participate in the consultation. It
was explained that Officers liaise with the families, carers who provide care
for the service user and each service user would have a transition plan going
forward, the changes would not happen immediately they would be over a period
of time.
Following scrutiny, the Committee were supportive
of the proposals to be considered at Cabinet Board.