Changes to social work complaints handling

Following a Scottish Government review of social work complaints, the complaints system will change from 1 April 2017.

The October 2016 update is the first in a series of bulletins about the changes to the social work procedure.

It  includes information on:

• the new complaints procedure;
• our professional judgement powers and how we will consider professional judgement;
• the transitional period;
• priorities in the coming months.

Today we laid 43 decisions before the Scottish Parliament.

Download the Ombudsman's overview (PDF, 120KB) or read it online.

Media enquiries can be made by email or by calling 0131 240 2990.

We are pleased to publish our 2015-16 annual report today. 

The current Ombudsman Jim Martin's term of office ends in spring 2017. The Scottish Parliament have begun the recruitment process for his successor and details are available on the Scottish Parliament website.

We have published our report on the findings from our 2015-16 Customer Satisfaction Survey. It explains how and why we developed the survey, what people told us about our service and the recommendations we made in light of their feedback.

Read the report below.

The Improvement Service (IS, the national improvement agency for local government in Scotland) and SPSO have revised and updated a complaints briefing note for elected members. The briefing note emphasises how complaints should be used to identify concerns with service design and delivery, and support improvements. It includes a 10-point checklist of essential questions.

The SPSO is seeking a number of additional Professional Advisers to provide verbal and written advice to the Ombudsman and his investigating staff.  You will comment on cases being reviewed and ensure findings and conclusions contained in reports are consistent and based on a good and contemporary understanding of clinical issues.  You may also be invited to provide support and development to our staff and to represent the Ombudsman’s office externally.

Changes to social work complaints handling

Following a Scottish Government review of social work complaints, the complaints system will change from 1 April 2017.

The December 2016 update is the second in a series of bulletins from SPSO about changes to the social work complaints procedure.

It  includes information on the new complaints procedure, our extended role within social work complaints and next steps.

Today we have published the Social Work Model Complaints Handling Procedure (CHP).  This sets out how complaints about social work services must be handled from 1 April 2017.  It will bring social work complaints largely in line with the complaints handling arrangements in place across the wider public sector, and with NHS complaints handling which is also set to change from April 2017. 

Today we laid 52 decisions before the Scottish Parliament.

Download the Ombudsman's overview (PDF, 120KB) or read it online.

Media enquiries can be made by email or by calling 0131 240 2990.