Resources For Adult Social Care Providers

Source: Local Government and Social Care Ombudsman (LGOS)

The Local Government and Social Care Ombudsman (LGOS) have compiled several documents specific to Adult Social Care Providers which are below. Please take a moment to look through the information for whichever may be relevant, or of interest to you.

Single Complaints Statements

• Single Complaints Statement (providers and practitioners) 

• Single Complaints Statement (service users) 

• EasyRead (print-ready version)

• EasyRead (high-resolution version)

• EasyRead (low-resolution version)

Resources For People Receiving Care In Prison:

• Poster

• Leaflet 

Resources For Care Providers:

Guidance Reports- lessons from complaints

• Caring about Complaints: lessons from independent care provider investigations

• Funded Nursing Care payments- guidance for care providers 

• Expectations for Raising Concerns and Complaints- research into patient and service user expectations of good complaint handling in health and social care

See also: Adult social care annual complaint reviews– the state of social care complaints, including out statistics for care providers and councils

Template procedures and signposting guides

• Template complaint procedure- a ready written document to adapt (PDF) 

• Complaint management checklist- ensure your complain procedures covers everything it should (PDF) 

• Signpost to the Ombudsman and CQC- how to tell people of their right to come to the Ombudsman or the regulator (PDF) 

• Signposting CQC and LGO in a complaint procedure – DEC 18 (DocX)

How to handle complaints- guidance and template letters

• How to write a decision letter

• How to write an apology

Template letters to adapt

• Initial letter (PDF) 

• Initial-letter (DocX)

• Holding Letter (PDF)

• Final Decision Letter (PDF) 

• Final response letter – DEC 18 (DocX)

Information sheets- FAQs for providers

• Adult social care complaints (PDF)

• Premature complaints (PDF) 

Training for care providers:

LGOS offers two courses for social care providers, developed and delivered by their experienced complaint-handlers:

• a one-day skills course in investigating adult social care complaints aimed at managers and other staff who investigate complaints 

• a half-day course for frontline care provider staff which looks at the initial stages of handling complaints.

Posters and other material:

• Care providers poster