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Review of Adult Social Care Complaints 2014/15

Since the Local Government Ombudsman (LGO) was established by Parliament in 1974, we have been able to consider complaints about the functions of councils, including their adult social care departments and the adult social care services they operate and fund. From 2010, our role in providing a route to independent redress was extended to all adult social care providers who can be registered with the Care Quality Commission (CQC), the regulator for health and social care. This means the LGO deals with unresolved complaints about care arranged, funded and provided with or without the involvement of a local council.

We also have statutory powers to carry out joint investigations with the Parliamentary and Health Service Ombudsman (PHSO) and, since April 2015, we have operated a joint team of investigators from both ombudsmen’s offices, providing a more seamless service to those people whose complaint involves both health and social care. In a landscape where social care and health are increasingly integrated, a single investigation process provides a more effective way of ensuring that complaints are resolved and lessons are learned.

As social care ombudsman we work closely with partners across the social care landscape. This includes sharing relevant information with CQC to ensure that systemic issues identified in complaints inform regulatory action.