Minute 337 (Cabinet Book 3 Agenda Item No. 28 refers)

Referred direct to all three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

The Committee considered Minute 337 of Cabinet held on 17^th September 2019, together with a report of the Chief Executive providing performance information about comments, compliments and complaints received across the Council for 2018/19.  This had been referred direct by Cabinet to all three Scrutiny Committees for consideration.

Resolved:-

That the following decisions of Cabinet be noted:-

“1. That necessary changes be made to the Comments, Compliments and Complaints policy as described in paragraph 5.2 of the submitted report.

2.     That the Council’s performance in respect of comments, complaints and compliments for 2018/19 be noted and that the report at Appendix A be referred to each Scrutiny Committee and the reports at Appendix B and Appendix C be referred to the People Scrutiny Committee.”

Note: This is an Executive Function

Cabinet Member: Councillors Terry, Harp and Jones

Minute 337 (Cabinet Book 3 Agenda Item No. 28 refers)

 Referred direct to all three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

The Committee considered Minute 337 of Cabinet held on 17^th September 2019, together with a report of the Chief Executive providing performance information about comments, compliments and complaints received across the Council for 2018/19.  This had been referred direct by Cabinet to all three Scrutiny Committees for consideration.

In response to a comment about the pie chart include on page 15 of Appendix B to the report, the Cabinet Member for Health & Adult Social Care said that going forward, numbers will also be included next to any pie charts in the report. With regard to complaints about domiciliary care and the top four issues (Appendix B section 5.2.1), the Cabinet Member agreed that it would be helpful if the wording of the first issue was amended to read to - ‘timing of planned homecare calls’.

Resolved:-

That the following decisions of Cabinet be noted:-

“1. That necessary changes be made to the Comments, Compliments and Complaints policy as described in paragraph 5.2 of the submitted report.

2.     That the Council’s performance in respect of comments, complaints and compliments for 2018/19 be noted and that the report at Appendix A be referred to each Scrutiny Committee and the reports at Appendix B and Appendix C be referred to the People Scrutiny Committee.”

Note: This is an Executive Function

Cabinet Member: Councillors Terry, Harp and Jones

Minute 337 (Cabinet Book 3 Agenda Item No. 28 refers)

Referred direct to all three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

The Committee considered Minute 337 of Cabinet held on 17^th September 2019, together with a report of the Chief Executive providing performance information about comments, compliments and complaints received across the Council for 2018/19.  This had been referred direct by Cabinet to all three Scrutiny Committees for consideration.

Resolved:-

That the following decision of Cabinet be noted:-

“1. That necessary changes be made to the Comments, Compliments and Complaints Policy as described in paragraph 5.2 of the submitted report.

2. That the Council’s performance in respect of comments, complaints and compliments for 2018/19 be noted and that the report at Appendix A be referred to each Scrutiny Committee and the reports at Appendix B and Appendix C be referred to the People Scrutiny Committee.”

Note: This is an Executive Function

Cabinet Member: Councillors Terry, Harp and Jones

Report of Executive Director (Legal & Democratic Services)

The Cabinet considered a report of the Chief Executive providing performance information about comments, compliments and complaints received across the Council for 2018/19.

Resolved:-

1.    That necessary changes be made to the Comments, Compliments and Complaints policy as described in paragraph 5.2 of the submitted report.

2.    That the Council’s performance in respect of comments, complaints and compliments for 2018/19 be noted and that the report at Appendix A be referred to each Scrutiny Committee and the reports at Appendix B and Appendix C be referred to the People Scrutiny Committee

Reason for Decision

To ensure the Council continues to have transparent and effective complaint procedures and utilises feedback from customers to good effect.

Other Options

The Council is required by legislation to report regarding social care statutory complaints and Local Government and Social Care Ombudsman complaint outcomes. Reporting on the efficacy of a complaint processes is best practice. While the content of the reports is not prescribed, reporting itself is obligatory.

Note: This is an Executive Function

Referred direct to all three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

Cabinet Member: Councillors Terry, Harp and Jones

The Cabinet considered a report of the Chief Executive providing performance information about comments, compliments and complaints received across the Council for 2018/19.

Resolved:-

1.    That necessary changes be made to the Comments, Compliments and Complaints policy as described in paragraph 5.2 of the submitted report.

2.    That the Council’s performance in respect of comments, complaints and compliments for 2018/19 be noted and that the report at Appendix A be referred to each Scrutiny Committee and the reports at Appendix B and Appendix C be referred to the People Scrutiny Committee

Reason for Decision

To ensure the Council continues to have transparent and effective complaint procedures and utilises feedback from customers to good effect.

Other Options

The Council is required by legislation to report regarding social care statutory complaints and Local Government and Social Care Ombudsman complaint outcomes. Reporting on the efficacy of a complaint processes is best practice. While the content of the reports is not prescribed, reporting itself is obligatory.

Note: This is an Executive Function

Referred direct to all three Scrutiny Committees (save that appendices B and C to the report be referred only to People Scrutiny Committee)

Cabinet Member: Councillors Terry, Harp and Jones