National Care Service - complaints: findings summary - easy read
This report sets out findings we have gathered through research and co-design that relate to complaints and redress.
Part 6
What is next
What is next for NCS Complaints?
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We will continue to run co-design sessions.
We will speak to people who use and deliver services to understand how the National Care Service (NCS) can support people to:
- provide feedback
- fix issues quickly
We want to speak to as many different people as we can.
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We have started to speak to people from groups we have spoken to less in our co-design sessions.
This includes:
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- people with dementia
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- people who have experience of the justice social work services
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- children and young people
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This co-design activity has helped us to understand how people experience complaints right now.
We will now focus on hearing ideas to help us:
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- understand how complaints are dealt with across Scotland and in local areas like towns and cities
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- make everyone’s experience of making a complaint about social care support better
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- test new ideas to make sure that they will work
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We will also work with organisations who support the delivery of social care support to understand how to do this.
What is next for the National Care Service (NCS)
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The Scottish Government will deliver the NCS to make social care support meet your needs.
We want the NCS to be:
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- fair
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- good quality
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- the same for everyone who needs it
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Members of Scottish Parliament (MSPs) have agreed with the idea of a National Care Service and how it will run.
They have done this by:
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- hearing the views of people with lived experience of using and providing care support services
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- writing reports on what they have heard
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- voting on whether the NCS Bill should be taken to the next stage
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The NCS Bill passed Stage 1 in the Scottish Parliament in February 2024.
There are 3 stages.
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A Bill is a proposed law that needs to be passed by the Parliament before it can become a law.
For more information about the National Care Service Bill, visit National Care Service (Scotland) Bill (parliament.scot)
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The NCS Bill will now enter Stage 2. This is where MSPs can make changes to the Bill.
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We will continue to run co-design sessions and will speak to groups of people we have not yet spoken to.
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We will also make existing social care support better.
This includes things like supporting the workforce to make it a good profession to work for.
Getting involved
We want to speak to as many people as we can to help us build the NCS.
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If you would like to tell us your views you can join our Lived Experience Experts Panel (LEEP).
For more information about LEEP, visit https://www.gov.scot/publications/design-the-national-care-service/
If you join LEEP you will be invited to take part in different things like:
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- surveys
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- interviews
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- sharing ideas
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- helping us understand what our research is telling us
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- helping us make sure the NCS works for everyone
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For more information about the NCS, visit gov.scot/ncs
Annex A: Summary of key findings from our research that was sent to participants before co-design sessions
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We looked into how complaints about social care, social work and community health are handled now.
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We found that some things are working well:
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- anyone who uses or asks for social care support can make a complaint
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- complaints received by public bodies like local councils should be handled in the same way
- they should try to fix issues quickly if they can
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- people can make a confidential complaint to the Care Inspectorate
We also heard about some things that are not working well:
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- making a complaint can be very hard for some people
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- people are confused about how to make a complaint and who to complain to
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- some people have to wait a long time for their issue to be fixed
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- making a complaint uses a lot of energy
- people would like more support to make a complaint
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- people can be scared to make a complaint
- they worry that their care support might be taken away if they make a complaint
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- people make a complaint to make services better for everyone who needs them
- this does not always happen even if people would like it to
![](/binaries/content/gallery/publications/research-analysis/2024/07/national-care-service-complaints-summary-findings-easy-read/SCT02245832004_g311.jpg)
- information and data about complaints is shown and shared in different in different parts of Scotland
- this means we cannot understand how many complaints are made and how services can be made better
Contact
Email: NCScommunications@gov.scot
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