There are currently two separate statutory processes for handling complaints about health and social care services . The two systems have separate accountability processes, with NHS organisations accountable to the Department of Health (the Department) and social care services accountable through their local authority, to elected members. Responsibility for setting standards, priorities and policies for adult social care, however, rests with the Department. There are differences in the numbers of stages and timescales involved, and in the arrangements for advocacy support and independent investigation. The Health Service Ombudsman is responsible for the ultimate review and decision on NHS complaints and the Local Government Ombudsmen for social care complaints. There are also differences in the scale, extent and costs of complaints handling.
Feb 15, 2012 08:05 AM