H. Dean et al., THIS ISNT VERY TYPICAL IM AFRAID - OBSERVING COMMUNITY CARE COMPLAINTS PROCEDURES, Health & social care in the community, 4(6), 1996, pp. 338-346
Citations number
21
Categorie Soggetti
Public, Environmental & Occupation Heath","Social Work
The new complaints procedures which local authority social services de
partments have been required to introduce represent an important mecha
nism for managing the change of culture associated with recent communi
ty care reforms. They also represent a new genre in mechanisms of redr
ess for welfare recipients. This paper reports the findings of a study
which has observed considerable diversity in the ways in which local
authorities are interpreting the nature and purposes of the new proced
ures and, in particular, the functions of review panels established un
der those procedures. Variations in the composition of panels, in the
style of review panel proceedings, in perceptions of the panels' power
s, and in the ways that complaints and complainants are constituted ar
e all discussed. Attention is drawn to four competing interpretations
of the review panels' role and to the need for these to be clarified a
nd prioritised.