Issue - meetings

[This report is to update the Board with information regarding the complaints management and performance for the period 1 January to 31 March 2017.]

The Board enquired as to whether the definition of complaint had been agreed upon and whether the timescale limitations for complaints had been clarified.

The Chair remarked on the opportunity to review the complaints procedure to ensure that it was user friendly. He stated that resources could be allocated to specific issues in the process. The Panel considered the possibility of a complaints app, similar to the Report It app.

Concern was expressed in relation to section 4.9 and 4.10 as issues which need addressing. The Chair agreed that these should be used as examples when investigating the policy and procedures, which would need to be reviewed every two years. Officers explained that for each complaint, the cabinet member was informed and action plans were created for the relevant service area. The action plans discussed the cause of the complaint and were intended to prevent further occurrences of the issue.

Resolved:

1.     That the briefing note regarding complaint definitions and timescales be recirculated.

2.     That the complaints procedure, policy and processes be brought to the Board as a workstream for review.

3.     That the action plans relating to complaints in section 4.9 and 4.10 be investigated.