The adult social services complaints system should be made
simpler and faster under proposals announced by Stephen
The health minister launched a consultation paper that includes
plans to allow service users to complain to any member of staff and
get a resolution immediately. There will be no need for the
complainant to make the complaint more formal than that, unless
they want to.
The Commission for Social Care Inspection will also provide an
independent review of complaints referred to them by people who are
unhappy with the response made by the local authority.
The CSCI will feedback from complaints to ensure local
authorities improve services by learning from mistakes.
“I want to ensure that the service has the needs of the
service user at its centre, that it is a listening, learning and
responsive service,” said Ladyman. “The complaints
process should not be an obstacle but a lever to improve
The consultation, available at www.dh.gov.uk/Consultations
ends on 10 January 2005.