Developing transformative approaches to complaint handling in adult social care in Scotland

Aim of the project Complaint systems in adult social care suffer from a number of problems, including a lack of accessibility to service users and the limited use of complaints as a source of learning and change. By working with key stakeholders (including service users, social care providers, advice and advocacy groups, local and central government, regulators, commissioners, and the ombudsman), this project will develop an innovative vision for a reformed complaint system and a pathway for implementing that vision in practice.

COLIF themes addressed The project will address the following COLIF themes: •Cost of living and social protection. A key aim of the project is to enhance protection for social care users, who are a group that is particularly vulnerable to harm and whose access to remedies is limited. •Productivity and employment through a place lens. Focusing on Scotland, and the delivery of local complaint processes at the frontline of service delivery, the project aims to enhance productivity through developing better complaint systems and prompting organisational and system-wide learning and improvement.