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31st March 2016

Privately-funded social or palliative care: Providers must publicise Public Services Ombudsman complaints procedures

Officials in the Welsh Government have issued a reminder to providers that they must publicise complaints procedures, if people who've paid privately for social care or palliative care wish the Public Services Ombudsman for Wales to investigate.

The change in the law comes in on April 6, 2016 as a result of the Regulation and Inspection of Social Care (Wales) Act 2016. 

The Social Services and Well-being (Wales) Act 2014 meant that since 1 November 2014 people in Wales who privately arrange or fund their own social care or receive palliative care have been able to make complaints about these services to the Public Services Ombudsman for Wales.

What providers must do from April 6

As a result of the Regulation and Inspection of Social Care (Wales) Act 2016, a further change in the law means there will be a requirement for care home, domiciliary care and independent palliative care providers to :

  • Take reasonable steps to provide information to the public about their right to make a complaint to the Ombudsman
  • Ensure sufficient information is provided to the public about their right to complain to the Ombudsman should they remain dissatisfied with how a complaint has been dealt with by the care provider

This change brings the publicity requirements on these bodies into line with other bodies the Ombudsman is able to investigate and is scheduled to come into force on 6 April 2016.

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