MAY 2009

New complaints process for East Sussex Adult Social Care services

From April 2009, a new single and simpler complaints process comes into force for all publicly funded health and local adult social care services across England.

The old process heavy systems for local adult social care and health services are being replaced with ones that focus on getting better results for people who use their services. Because it is not process driven, a range of options can be used to try to sort things out quickly and fairly. This more personal approach means that people who use adult social care and health services should find it easier to tell them what they think or make a complaint. When complaints involve both social care and health organisations then they will provide a single point of contact and a single response. The new system also encourages these organisations to learn from individual complaints and improve services as a result.

So how can you complain about East Sussex County Council Adult Social Care and what should you expect?

You can contact the team you have been dealing with or if you would prefer, you can contact the Adult Social Care Complaints Unit.

You can contact them in writing, by email, text, call or tell them in person; whichever is easiest. Explain what went wrong and what you would like them to do to put it right. In many cases, they can sort out the problem there and then without you needing to do anything else.

They will acknowledge your complaint in 3 working days. In this letter they will let you know how your concerns will be dealt with, how long it is likely to take to look into things and who will reply. This is known as your complaint plan. Adult Social Care will aim to sort things out within 10 to 20 working days.

When they have done everything they can they will write to you, with a full explanation of what happened and what action they have taken to put things right. If you are not happy with their final decision or how your complaint was handled you can contact the Local Government Ombudsman.

How to contact the Adult Social Care Complaints Unit:

Adult Social Care Complaints Unit
County Hall
PO Box 5
St. Anne's Crescent
Lewes
East Sussex
BN7 1SW

Telephone: 01273 481242

Text: 07797 877777

asccommentscomplaints@eastsussex.gov.uk

If you want any further information at this point please contact Janette Lyman, Complaints Manager.