By Catherine Williams and Katy Ferris
Large format paperback, 120 pages
This benchmark guide to complaints panels is built on the authors' many years' involvement in, and extensive research into panels in several local authorities. Aiming to enhance the work of panels for the benefit of all involved. It:
It is relevant to everyone involved, including:
Users of social care services are increasingly encouraged to come forward with their complaints as a means of both remedying individual deficiencies and of improving services in general. However, many local authority complaints managers have little guidance on running complaints panels, beyond knowing the legislation and the Department of Health guidelines, and are frequently not ware of how other authorities' panels are conducted. this guide aims to improve the development of panels and to help local authorities achieve best practice.
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