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Quality assurance

Who evaluates us?

It is important to us that we deliver quality services that support you in a way that works well for you. The way we operate across all departments in Adults’ Services is subject to ongoing performance monitoring within an ethos of continuing improvement. The Adults and Health Leadership Team led by the Executive Director of Adults and Health, oversees and has responsibility for assuring the quality of our services.

The channels below make sure that we have ongoing feedback, are held to account and can review and improve our services.

The Care Quality Commission (CQC)

The CQC is the independent regulator of all adult social care and health services in England. The CQC’s job is to make sure all care homes and domiciliary care providers meet the government’s standards of quality and safety. To find out what to expect from a good service, go to or contact the CQC by calling 03000 616161.

The work of Adults’ Services as a whole is not formally regulated by the CQC. Some of our in-house managed services, such as our care homes for people with a learning disability, are registered with and regulated by, the CQC.

Comments, compliments and complaints

The number of formal complaints recorded for Adults’ Services in 2019 was 190 (164* in 2018; 147 in 2017).

* For reporting purposes, and to ensure meaningful year on year comparisons are possible, the 2018 figures have been restated to exclude complaints about Lifelong Services. 

Adults’ Services also received 244 compliments from people who use our services and their families in appreciation of our work throughout 2019 (258 in 2018; 263 in 2017)

The Local Government and Social Care Ombudsman  recorded 35 decisions relating to Adults’ Services in 2019. Fifteen of these decisions were found to be upheld. The Ombudsman found that of the fifteen upheld complaints, twelve had led to injustice to the person complaining. Eight complaints were not upheld; four complaints were closed by the Ombudsman after initial enquiries with no further action; three were deemed to be ‘premature’ and were passed to the Council to consider under our own complaints procedures; three were found to be outside of the jurisdiction of the Ombudsman; and one complaint was suspended pending conclusion of a police investigation.

The Complaints Manager attends the Quality Assurance Board to review learning from complaints to ensure that any service improvement is acted upon appropriately. Performance reports relating to complaints are provided to all senior managers on a weekly basis and a quarterly report on all complaints casework and Freedom of Information Act requests is also produced for senior managers.
In 2019 a decision was made to produce a stand-alone annual report for Adults’ social care. When published, this document will be available in the Complaints Performance section of the council’s website.

Adult Social Care User Survey

The annual Adult Social Care User Survey tells us how well we are doing in improving people’s quality of life and allows us to target areas for improvement.

Carer Survey

The two-yearly carer survey tells us how well we are doing in improving the quality of life of family and friend carers.

Adults’ Services Customer and Carer Group

The group enables people who use our services and family and friend carers to influence service development and quality.

West Sussex Learning Disability Partnership Board

The Board provides an opportunity for people with learning disabilities and paid and family carers, to meet with voluntary and community organisations and people from health and community services, to discuss issues that are important to them in their lives.

The Autism Partnership Board

The Board helps to develop information, support and services for people with an Autism Spectrum Condition. The Board comprises people with autism, family and friend carers, representatives from health and social care, and community services.

Minorities Health and Social Care Group

The group works in partnership with the County Council and the NHS West Sussex Clinical Commissioning Group to enable the voice of people from Black, Asian and minority ethnic communities across the county to influence health and adult social care services.

‘Your Voice’

'Your Voice' is an online community of people who have volunteered to be consulted by the County Council regularly about important local issues.

Adult Social Care Roundtable meeting

County Councillors, people who use services, family and friend carers, officers and other stakeholders share meet to share views with the intention of informing and influencing policy development and driving improvement.

Healthwatch West Sussex

Healthwatch West Sussex is the independent consumer champion (‘watchdog’) for all health and social care services in the county. It acts to make sure the views of residents are heard and works to improve people’s experience of health and social care services in West Sussex. You can contact Healthwatch by calling 0300 012 0122, or emailing More information can be found at

The West Sussex Safeguarding Adults Board

This is the multi-agency forum that has responsibility for ensuring that adult safeguarding is prioritised by all organisations in the county. Find out more at 

Health and Adult Social Care Scrutiny Committee

The Committee undertakes regular scrutiny of the work and policies of Adults’ Services and areas of health provision. Its members are drawn from elected members of the County Council, representatives from the District and Borough Councils and Healthwatch West Sussex. Find out more at

The Health and Wellbeing Board

The Board is a forum where leaders from the health and care system work together to improve the health and wellbeing of local residents and to reduce health inequalities.


Adults’ CarePoint   

Write to 2nd Floor The Grange
                       County Hall
                       West Sussex PO19 1RG

Phone 01243 642121

NGT Text Relay:     18001 01243 642121 (available as a downloadable app for computer tablets and smartphones)


Last updated: 11 January 2021