Issue - meetings

The Board resolved :-

(i)            to approve Appendix A, - the revised Aberdeen City Integration Joint Board’s Complaints Handling Procedure, and Appendix B, the summarised customer-facing guide which provides information for customers on how we handle complaints;

(ii)          to note that any presentational issues contained in the Appendices will be resolved ahead of submission to the SPSO; and

(iii)         to instruct that the finalised, approved SPSO version be circulated to the IJB Members.

The Board had before it the report from the Chief Officer, ACHSCP which presented the revised Model Complaints Handling Procedure (MCHP) for the Aberdeen City Integration Joint Board (IJB).

Members heard from the Business Lead that the procedure introduced standardised processes to the handling of complaints which complies with Scottish Public Services Ombudsman’s (SPSO) revised guidance.

The SPSO had set a deadline of 1  April 2021 for each IJB to submit their reviewed procedure to them for approval and subsequent publication.

Members heard that it was intended to present a clearer format for understanding of all persons who may wish to make a complaint.

Members commented on the challenges that less able-bodied individuals often encountered during such processes and referenced the anomaly and lack of authority around extending deadlines as referenced.

Members were assured that both issues would be considered when completing the MCHP.

The report recommended :-

that the Board -

(a)          approve Appendix A, - the revised Aberdeen City Integration Joint Board’s Complaints Handling Procedure, and Appendix B, the summarised customer-facing guide which provides information for customers on how we handle complaints; and

(b)          note that any presentational issues contained in the Appendices will be resolved ahead of submission to the SPSO; and

The Board resolved :-

(i)            to approve the recommendations; and

(ii)          to instruct that the finalised, approved SPSO version be circulated to the IJB Members.