The Care Inspectorate and Citizens Advice Scotland have teamed up to ensure more people know how to access help when things go wrong in care services.
The two organisations have developed an e-tool for advisers in citizens advice bureaux. This allows CAB advisors to gain a detailed understanding of how the Care Inspectorate investigates complaints in care services and how people can access help.
Paul Edie, Chair of the Care Inspectorate, said:“When things go wrong in a care service, it is important that people know where to turn for help. Citizens advice bureaux play a hugely important role in society and we are very pleased to work with them to help ensure the in-bureau advisors have the latest information about how the Care Inspectorate can help.
“We receive over 3,000 complaints a year. Sometimes we provide advice to people, and other times we launch formal investigations. People can contact us anonymously if needed.
“When investigating a complaint, we have the power to carry out unannounced visits, make requirements or recommendations, and even take enforcement action if necessary.
Christine Lang, spokesperson from Citizens Advice Scotland, said:"Citizens Advice Scotland welcomed the opportunity to work with the Care Inspectorate to create this e-module for bureau advisers, to provide up-to-date information about where to direct clients who require advice or support about care services. The Scottish CAB service dealt with 11, 355 health and community care issues in the year 2012/13 and as health and social care services integrate the service is well-placed to support clients who are unhappy with care services.
"The Scottish CAB service already delivers the Patient Advice and Support Service which provides information, advice and support to anyone wishing to give feedback or comments, or raise concerns or complaints about their NHS treatment. With the advent of the integration of health and social care services in Scotland, we anticipate a greater demand than ever on CAB services from people who are concerned about the quality of the care services that they or their loved ones receive."