Care Provider bulletin - Complaints and Coronavirus

Date of article: 20/03/2020

Daily News of: 23/03/2020

Country:  United Kingdom - England

Author: Local Government Ombudsmen for England

Article language: en

Care provider bulletin - Coronavirus 

Welcome...

Welcome to a special edition of our Care provider bulletin.

We understand complaints may not be your top priority at the moment, but it’s important you give some thought to how you are going to manage complaints, and complainants, during this time. If you don’t it could lead to more issues when things begin to return to normal.

We have set up a dedicated web page answering questions about how to manage complaints and complainants, and the impact on ongoing investigations, during this time. It is inevitable there will be times when, as care providers, you may have to deviate from your processes.

Our message is to document your reasons and explain them to the complainant. Many complaints are made worse by not managing expectations well. Please set realistic timescales with complainants and keep them informed of your actions.

Below are some key messages to help you with complaints during this time.

Please keep an eye on our dedicated web page, for more updates over the coming weeks.

Delay

In the current climate, we understand some delay is inevitable. As with all complaints, it’s about how you respond to delay that will determine how the complainant responds. Our advice is to keep complainants informed and explain your reasons.

If there is going to be a delay outside of any statutory or published timescale then make sure you let the complainant know and explain why. If you are unable to give a new timescale for responding to the complaint at the moment, make sure you have a process in place for tracking the complaint so it doesn’t get lost. Let the complainant know when you will next be in touch, even if this is a short update to inform them of a further delay.

The more information you share with the complainant, the more informed they will be and less likely to raise further complaints or chase a response from you.

We will of course take into account the current circumstances when looking at any complaint about delay in the future.


The Care Act

The government has published its plans for the Coronavirus Bill which is expected to become law next week.

The plans include changed to the Care Act 2014 in England and the Social Services and Well-being (Wales) Act 2014 to enable local authorities to prioritise the services they offer in order to ensure the most urgent and serious care needs are met, even if this means not meeting everyone’s assessed needs in full or delaying some assessments.

If, as expected, the bill is passed into law we will of course take it into account when looking at complaints about duties under the Care act in the future.


Signposting to the LGSCO

We have temporarily suspended our central telephone line (0300 061 0614), and the complaint submission form on our website.

We hope this service can be reinstated as soon as possible. This means, during this time, we are not able to take new complaints, either online or by telephone.

We are working as quickly as possible to ensure the services are stable when we resume.

This is only a temporary measure, while we relocate staff to home based working. Please signpost to us in the normal way. Our website and phone line have the most up to date information about when we will be able to start accepting complaints again.

We will of course consider any delay on our part as a factor when considering whether or not complaints have been brought to us within the normal 12 month time period specified in our legislation.


Responding to our investigations

We generally make three types of enquiries of care providers:

  • to establish whether you have completed your consideration of the complaint
  • to ask for initial information as part of the assessment of new complaints
  • detailed enquiries as part of the active investigation of a complaint; or when seeking responses to draft decisions or confirmation that an agreed remedy has been provided.

If, because of COVID-19 contingency actions, you are unable to provide information to LGSCO within the required timescale, please contact your investigator to discuss an extension.

We have asked our staff to consider any requests for extensions on a case by case basis - and to be as lenient as possible without compromising our ability to discharge our statutory function.  


Care provider resources
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Covid-19 Update: Office closed to public

Date of article: 20/03/2020

Daily News of: 20/03/2020

Country:  Ireland

Author: National Ombudsman of Ireland

Article language: en

Due to the current public health emergency it is unavoidable and understandable that it is causing considerable disruption to the delivery of public services, as well to the work of our own Office. With this in mind, we would ask for your patience and cooperation and in particular:

A)  Please think about whether you really need to make complaints about healthcare and social support services, both of which are under huge strain at the moment.

B)   In terms of the work of the Office of the Ombudsman, our staff will continue to work during this time.  However, we rely on interaction with the service providers to carry out our work, and there may be significant delays in getting responses from service providers, particularly those in healthcare.  Additionally, some of our own staff may be redeployed to vital front line services.  We apologise for the delays which will result.

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El Síndic habilita un asistente virtual para atender consultas sobre el coronavirus las 24 horas

Date of article: 20/03/2020

Daily News of: 20/03/2020

Country:  Spain - Valencia

Author: Regional Ombudsman of Valencia

Article language: es

El Síndic de Greuges ha habilitado en su página web www.el sindic.com un asistente virtual para contestar las preguntas de la ciudadanía sobre el coronavirus las 24 horas al día. Este servicio es una iniciativa solidaria de la empresa alicantina 1MillionBot, líder en ámbito de los asistentes virtuales basados en Inteligencia Artificial.

“Carina” es el nombre de la asistente virtual que responde a las dudas y consultas que le formulan sobre el COVID-19: Qué es el coronavirus, síntomas, qué hacer ante un contagio, teletrabajo o normas sobre la exigencias derivadas de la Alarma gubernamental. Para acceder al asistente pinche en la imagen de su cara que aparece en la esquina inferior derecha.

“Carina” extrae su información de fuentes oficiales como la OMS (Organización Mundial de la Salud), el Ministerio de Sanidad y otras normativas gubernamentales, el Center For Disease, Control and Prevention y artículos científicos, entre otras fuentes contrastadas. La iniciativa está dirigida por la doctora Raquel Pomares, con un equipo multidisciplinar que abarca los campos de la biología, informática, sociología, lingüística, y mercadotecnia y que actualiza a diario la información.

Las personas que utilicen este servicio pueden plantear sus dudas a “Carina” en un lenguaje coloquial y les responderá en el chat como si hablasen con un ser humano.

Dada la complejidad de mantener informados a los ciudadanos y la saturación de los teléfonos de información al respecto, “Carina” está contribuyendo positivamente a complementar los canales de información a la sociedad en estos difíciles momentos que estamos viviendo. Asimismo, permite manejar un número muy alto de consultas al mismo tiempo sin intervención humana.

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Societies that stand together are more resilient in times of crisis, say human rights heads on International Anti-Racism Day

Date of article: 20/03/2020

Daily News of: 20/03/2020

Country:  EUROPE

Author: European Union Agency for Fundamental Rights

Article language: en

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The rapid spread of the novel Coronavirus between continents and countries must not be used as an excuse for racial discrimination or hate crime, while victims must be speedily assisted, said the heads of the OSCE Office for Democratic Institutions and Human Rights (ODIHR), the EU Agency for Fundamental Rights (FRA), and the Council of Europe’s European Commission against Racism and Intolerance (ECRI).

“In the current situation, intolerance and discrimination are not only unacceptable but also counterproductive,” said ODIHR Director Ingibjörg Sólrún Gísladóttir. “Migrants, minorities and their families are suffering as much as the rest of us from the chaos and distress caused by the new illness that is stalking our countries. We will overcome this difficult time as we have overcome many others, but only if we work with and for each other.”

Civil society and community organizations have an important role to play in combating prejudice. Nevertheless, it is governments who are primarily responsible for ensuring that victims of hatred are protected and can receive the support they need, particularly in this difficult period.

“Without question, we need strong well informed public health responses right now. But equally, we have to ensure these responses respect everyone’s human rights and do not disproprotionately affect certain groups in society,” said Michael O’Flaherty, FRA Director. “We are currently looking at the human rights impact of the public health measures countries are taking and will publish our findings soon. I remain confident we can deliver on both the human right to health of our people while also respecting everyone’s human rights.”

Victims of hate crime often belong to groups that already face discrimination on a daily basis, both off- and online. At the same time, victims often feel misunderstood and marginalised by the criminal justice system. Police and prosecutors therefore need to ensure appropriate and sensitive treatment to ensure that victims neither feel ignored nor forced to re-live the experience of the crime itself.

“In some respects, racism is like the coronavirus. It is a contageous disease which lurks unseen until it suddenly spreads and causes severe damage to individuals, families, communities, and the whole of society.  In these difficult times, we need to join forces to build robust defences against racism and to curb its spread through strong legislation, effective equality bodies, ambitious action plans and inclusive education”, said ECRI’s Chair Maria Marouda. “Politicians and citizens need to speak out against hate speech that is triggered by today’s pandemic. The authorities and equality bodies should reach out to help all the communities concerned.”

Recognising the importance of assistance to national authorities and civil society in order to deal with hatred and its consequences for victims, ODIHR has developed a number of practical guides (link is external) for use by law enforcement agencies as well as also teachers and NGOs. At the same time, ECRI’s country monitoring (link is external) help countries to understand gaps in their laws and policies to combat hate crime and suggests ways forward. FRA’s compendium of practices for combating hate crime collected from across the EU offers further guidance to governments as they seek more effective means of countering hatred. These solutions do not only offer hope to victims for a safer future, but also for more resilient societies based on inclusion, tolerance, and mutual understanding.

The United Nations designated 21 March the International Day for the Elimination of Racial Discrimination in 1966, in memory of the 69 people killed six years earlier in Sharpeville, South Africa, during a peaceful demonstration to protest the apartheid system.

 

 
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