Care provider bulletin - special edition

Special edition - annual review of adult social care complaints 2020-21

Welcome...

Welcome to this special edition of our Care provider bulletin. 

In this edition you can read about our annual review of adult social care complaints. This year we have upheld 72% of all complaints we have investigated - this is our highest uphold rate and builds on the relentless rise over the last decade.

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Failing social care system reflected in relentless rise in Ombudsman’s upheld complaints

Sad older woman at rainy window

Today we are publishing our annual review of adult social care complaints for 2020-21. Over the past year, our adult social care investigations have shown a system that is increasingly failing some of those who need it most

The faults we find are not usually one-off mistakes – they are more frequently being caused by measures taken to balance the books in a system under immense funding pressures, and we see the human impact of this in the complaints which come to us.

However, the past year has not been all ‘doom and gloom’ for the sector – our evidence shows it responded well to COVID-19 and the majority of staff working in social care are doing an excellent job in spite of the pressures they have been under.

Read the review
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