Responding more effectively to people’s concerns has been a central part of our modernisation programme. This includes changing the way we report concerns, making it easier to report concerns and investigating concerns, including additional inspections.
We have made it easier to raise concerns with us, and publicised how people can do so. This includes speaking to families and care staff during inspections, introducing dedicated concern teams and a single helpline number, developing leaflets and clearer ways of raising concerns on our website and engaging with people who use services and their carers.
We have changed the way we record concerns and streamlined reporting across our three regions which is partly responsible for the increase in reported concerns. For example we now record all concerns about services, not just the complaints. Concerns were previously referred straight onto a service and dealt with locally but we now record these and pass them onto the service. This is just one example of how we have strengthened the way we record and report on issues to ensure the care people receive is what they deserve.
If someone has a concern they should ring us on 0300 7900 126 or fill in our online form.