John Jackson
'Hello my name is John Jackson and I'm the Director for Social and Community Services at Oxfordshire County Council. I am responsible for all the adult social care that is provide by the County Council. That could be care that is provided in a care home, it could be care that is provided in your own home or it could be care that is provided at a day centre.'
Cllr Arash Fatemian
'I'm an elected member at Oxfordshire County Council and I'm part of a group called the Cabinet who make major decisions on behalf of the Council. My particular responsibility is adult social services and I am very keen to hear what people think of those services, what we could do better and what we are doing well.'
John Jackson
'If the services that are provided are not provided well, then I am failing in my responsibility and I need to know about that.'
Cllr Arash Fatemian
'The Comments, Compliments and Complaints service is one of the ways you can make sure I know what is going on and what isn't working well.'
Nancy Kurisa
'I'm the Comments and Complaints manager for adult social care. We're a small team of three and it's our job to help services users who want to make a complaint about adult social services. By adult social care I mean support for those who are elderly, the disable, people with a learning disability or the long term ill.'
Services Users
'I was concerned when we had the idea to make a complaint, or to contact the complaints service, that it was going to take a long time.'
'Yea we did discuss that didn't we.'
'We did - and it was really reassuring when we sent one email containing all the facts that the details about our complaint that we had a response within 7 days which made the job a lot easier because I did think it was going to take a lot of emails back and forth.'
'I thought it would!'
John Jackson
'Making a complaint might sounds like a big thing and you might also be worried that it might have an impact on the care that is provide - I want to reassure you that that will not happen'.
Service Users
'I think the best part of all of this is having the resolution to your complaint and no longer having to worry about how Josie's care is provided.'
'Quite, quite - as I say, a weight of my mind that was one of the best things I think, to know that there was no more worry'.
'Perfect service'
'I think so - yea'
Nancy Kurisa
'As well as helping you to make a complaint, I also take comments and compliments about adult social care. That's because it is important for us to know what we are doing right as well as what we are doing wrong'.
Service Users
'The only thing I think I would change about this whole procedure that we've been through is that I wish we could have done it a lot sooner than we did - got on to the complaints and comments department a lot sooner and got our resolution quicker. I know you don't like to complain but I think sometimes you just need to make your problems known'.
'That's quite right, as I say, it was so easy in the end'.
'It was indeed, yes'.
'I was dreading it a bit at one time - but no it was good'.
'That's because you don't like to complain.'
'No'.
Cllr Arash Fatemian
'If people are worried that they will suffer if they complain we want to set their minds at rest - I will not tolerate such a response so please feel free to voice your concerns'.
Nancy Kurisa
'Whilst we mainly deal with complaints about adult services you can contact us about any other complaint you may have about any of the other services the council provides and we will always make sure you are directed to the right team'.
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