York Council claims over 50% of complaints answered within 5 days

…we don’t think so!

The Council has published its latest financial and performance update. It reveals that it could overspend this year’s budget by as much as £1.5 million. The expectation is that the Council will outturn on target.

A major source of complaint is paradoxically complaint handing. The Council claims to have answered “50% of complaints within 5 working days”.

Maybe!

….but we have a current instance of a complaint registered on 27th December 2018 which hasn’t even been acknowledged yet. The Council needs to improve its exception reporting systems and inject some fresh drive into its customer relationship processes.

Another key concern is the impact that the Council is having on delayed discharges (bed blocking) at the hospital. “The total number of days that patients resident in York have been delayed, for all reasons, during the last twelve months for which statistics have been published (November 17 – October 18) was 10,655 which equates to, on average, 29 beds each day occupied because of DToC across the health and social care system. From August to October 2018, this figure was 2,967 days which equates to 32 beds each day”. The Council says that the closure of two large nursing homes in the city has impacted on the ability of Adult Social Care to place patients quickly, as well as considerable pressures in both the residential and homecare markets.

The future of the Greenworks section of Yorkcraft has also never been properly explained. The Council is reducing the budget by a further £160,000 for adult social care workers, in supported employment, during the next financial year. So the future looks bleak for some of the workers who are a familiar sight as they deliver newsletters to various parts of the City.

Following the decision by the Council to suspend its housing modernisation programme the number of Council homes not meeting the decency standard has soared to 546.

It was zero two years ago

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