Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what guidance her Department provides on the complaints and redress routes available to vulnerable patients who have concerns about the contractual terms of telecare services to which they are referred following hospital discharge.

By law, all health and social care services must have a procedure for dealing efficiently with complaints, and anyone who has seen or experienced poor-quality care has the right to complain to the organisation that provided or paid for the care.

Telecare is not a mandatory service for local authorities, but many choose to provide a telecare service due to its benefits. Some local authorities will also fully or partially fund telecare for some individuals based on a financial assessment. Local authorities are responsible for the contractual terms of telecare services that they provide, therefore in the first instance an individual should consider making a complaint with the relevant local authority.

If an individual is not satisfied with the way a local authority has dealt with their complaint, they may escalate it to the Local Government and Social Care Ombudsman who can investigate individual concerns. The Local Government and Social Care Ombudsman is the independent complaints lead for adult social care and investigates complaints from those receiving social care.