Issue - meetings

David Pattison, Director of Governance presented the Quarter 3 Social Care, Public Health and Corporate Complaints Report.

It was stated that the most critical issue was to make sure that we were learning from the complaints.

The Board queried whether it should have an annual report to look at policies and to look at what mistakes had been made. The Director of Governance stated they the team could look at doing an annual report and providing that transparency in the future.

The Board considered that the report was so much better now and thanked officers for their hard work. 

The Chair stated that he had been very impressed speaking to the Customer Engagement Manager at the pre-meeting how was pleased with how robust the data collection was, he stated that the report was very reassuring.

The Director of Governance stated that yes it was an exemplar and that there was a need to maintain a strategic approach. It was noted that the Board had received an annual report from the Ombudsman in the past to ensure that as a council we had good oversight of the issues. It was important to keep aiming to improve.

The Board queried how much money was saved by reports not going to the Ombudsman. It was noted that savings would be minimal at the early assessment stage as it was relatively easy to collate the required information but that yes, savings could certainly be made regarding any investigations as these could take a huge amount of time. There may not be any external cost but there was a large amount of officer time.

Resolved:     That the update be noted.