LBH/14841023

Your complaint about No response to request to call regarding care bill

  • Submitted
  • Acknowledged
  • Acknowledged Response
  • Actual Response 
I contribute to my care. I have no major objections to this. I receive an invoive that covers a 4 week period.
This is a complainant from an issue that was resolved, but
Haringey Council's
, inability to act like a responsible Organisation has lead to utter chaos.

On I had asked for a phone call to discuss issue I had paying my care bill.

On I had no update or the requested phone call As such I asked for a formal complaint to be raised.
Later that day I received the phone call and resolved the issues with paying the care bill.
On I received.
acknowledgement
At this point the issue (with paying the care bill) and the phone call had been received with an apology for the delay
It's extremely unlikely anything would be accomplished by perusing the complainant. So I respond to the Acknowledgement saying the complaint could be closed.

On I was reminded by my content management system of the response that was due.

On
Vicky Murphy (Service Director & Deputy DASS Adults, Health and Communities)
responded to the complainant I had closed. At this point while several mistakes had been made the effort to get these resolved vs possible outcome was minimal
However
Vicky Murphy (Service Director & Deputy DASS Adults, Health and Communities)
once AGAIN advised the INCORRECT escalation procedure. This has been blamed on wrong template
INCORRECT escalation procedure.


On
Kirsten Webb (Feedback & Resolutions Manager )
Are you referring to the escala?on paragraph?
Please accept my apologies on behalf of my team for this oversight.
So Despite having identified the main issue as being escalation paragraph It was decided to focus on the lesser concern about the complaint not having be cancelled

On Kirsten Webb (she/her) Feedback & Resolutions Manager claimed the complainant had an air of confusion The complaint despite being about a Care Bill (The prevision of my care is Clearly an Adult Social Care function) it was seen as a Corporate complainant.
and why Adult Social Care responded to the complaint.

This excuse upon first glance would seem to be credible. However It falls apart under a seconds Scrutiny.

On
Stage Two.


On still not recived the stage two response.

Corporate or not? > Ambiguous

complaints by an adult
Based on the above Every complaint I make should be using the Adult Social Care Policy
As Its puts no conditions on the service being or trying to be used but instead puts the conditions on the person with the complaint.
I'm an Adult and I receive an adult social care service. So the question always evaluates to true.
I have raised this INCORRECT escalation procedure with them before. I informed Kirsten Webb (she/her) Feedback & Resolutions Manager The LGO already have one case that deals with the INCORRECT escalation procedure, so they could refer the issue to Adults & Health Scrutiny Panel or I can seek the assistance of the LGO AGAIN.
I have previously brought INCORRECT escalation procedure to the attention of the Adults & Health Scrutiny Panel However on I emailed the Adults & Health Scrutiny Panel and The Overview and Scrutiny Committee
On Dominic O’Brien (Principal Scrutiny Officer) respond with...