Residential care home complaints and enquiries rose by a fifth in 2015/16, according to a new report by the Local Government Ombudsman (LGO).
Residential care and home care saw the most complaints in the survey of adult social care with the former up by 21% in the year to 599 from 497 in 2014/15.
Professor Martin Green, CEO of Care England (pictured), told Care Home Professional : “The increase in residential care complaints is partly because people now better understand the courses of action they can take as a last resort.
“The LGO has told us that they are not receiving enough complaints from the sector and we are working with them to ensure providers and users are aware that this is an option open to them. The rise in complaints is an indicator that we are becoming more open as a sector.”
The LGO received a total of 2,969 complaints and enquiries about adult social care in 2015/16, an increase of 6% on the previous year.
The report stated: “The complaints we receive often highlight a lack of person-centred care and poor communication with residents and family members and between the range of health and social care agencies that may be involved in a person’s care.”
To read the full report, click here.