The Local Government and Social Care Ombudsman has issued a good practice guide which shares lessons from complaints to help adult social care providers improve their services.
Based on the Ombudsman’s lengthy experience of investigating complaints about independent providers, the guide gives real-life examples of the common problems the organisation sees – and offers some ways to avoid the pitfalls.
Common issues the Ombudsman sees in its complaints include a lack of clear information about fees, charges and contracts, problems with billing and invoices, ensuring people’s belongings are looked after properly, and dealing with challenging behaviour from friends and relatives.