National Care Service - making sure your voice is heard: regional forums - easy read findings summary
In summer 2023, we held events across Scotland as part of our work to co-design the National Care Service (NCS). The events covered different themes. This easy-read report contains feedback on the Making sure your voice is heard theme.
What we learned about making your voice heard
Complaints
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People can make a complaint when they are unhappy with the service they are receive.
What is working well?
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It is good anyone can make a complaint. You can do it without giving your name.
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It is good that services try and sort problems quickly.
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It is good there is a process.
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Some people had good experiences of making a complaint. They felt listened to.
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People said it is important to be able to make a complaint to an independent service.
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Social care services are more aware of issues like dementia and trauma.
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People with experience of social care services felt positive about services that asked for feedback.
What is not working well?
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Some people said they got no response until they made a formal complaint.
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Some said it was difficult to find out how to make a complaint.
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Some people need more help and support to make a complaint.
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Some people were worried that support might be taken away if they complained. They said complaints did not always make care better.
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Information is published in different ways. It can be hard to understand. Words like ‘complaints’ and ‘complaining’ can be hard to understand.
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Some services do not want complaints and feedback. They see them as negative. However, they should see them as a way to learn and get better.
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Services need training and time for staff to have good conversations with people.
How can we make it better?
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Make it easier to understand how to complain. Information on how to complain should be accessible.
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Make sure people who cannot use or access the internet can make a complaint (e.g. a phone line and post).
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Give clear information on the complaints process in simple language. This will include what should happen and when.
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It should be possible to speak to someone about the complaint.
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Different services need to work together to have the same process.
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Sort issues at an early stage.
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Services should see that complaints and feedback can help make services better. Have a system for the feedback and train staff to use it.
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Make links between the complaints system for the National Care Service and independent advocacy.
Improve information sharing so people do not have to repeat themselves.
Independent advocacy
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Independent advocacy is separate from care services. It supports people to speak up for their rights.
What is working well?
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Independent advocates help support people to challenge decisions. Advocacy support is important for those who cannot use their voice or have communication needs.
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There is good advocacy support for complaining about the NHS. Independent advocacy can help issues get sorted.
What is not working well?
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Some people do not know about advocacy services or how they can help them.
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Some people said it can be hard to find an advocate if they live outside cities.
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People are worried that services are funded by the council. This may make them not independent.
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There is not enough accessible information.
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People said there are gaps in services. Some were worried about the quality of support provided by services.
How can we make it better?
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Raise awareness and understanding of independent advocacy and what it can do.
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Make information accessible.
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Advocates should be independent of the service provider.
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Understand there are local differences and needs.
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Make sure there are more face-to-face services.
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Have services for carers. They may have a different view or needs compared to the person receiving care.
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Services should be well funded and there should be funding for issues.
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Advocates should be trained.
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Make sure people have access to independent advocacy to support making a complaint.
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Build on existing services.
Contact
Email: NCSdesign@gov.scot
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