Agenda item

Report detailing the corporate performance indicators for the first and second quarters of 2025/26.

Jayne Ratcliffe presented the report, noting the positives and negatives of the quarter, as well as the scorecard metrics for the service. It was noted that the complaints drop off had come due to the CQC Inspection, which had led to competing demands and priorities.

Members queried whether the reduction in the use of agency staff would save money. It was noted that it would, but the priority was continuity. Members also highlighted that the Q2 complaints had doubled and asked whether there were any trends within the complaints. It was noted that a deep dive into complaint themes was underway, but that the main themes so far were charges for services and financial assessments, but that there was an expectation that the area would improve.

Members queried what the procedure for complaints was and how complaints are categorised. It was advised that some complaints were complex and it was in the best interests of the complainant for the complaint to be investigated. It was noted that complainants were kept in the loop and it would be explained why there was a delay.

Members noted the positives of the report and asked that thanks be passed on to the team for their work. It was noted that amongst the negatives highlighted was rising sickness and it was queried if there were any reasons for this. Members were advised that staff are overworked and that there was a risk of stress and burnout, which was the national picture too. It was noted that there was a focus on supporting returns to work and to help staff stay in work too.

Members asked what had been done on mitigating the impact on service users. It was highlighted that improvement plans and dashboards were in place, and that waiting lists and reviews had faced the biggest impact. It was noted that up to date average waits would be provided, and that the process was going in the right direction.

Members asked what was being done to promote prevention and reduce demand. It was noted that support is needed to prevent people entering the service and that enablement support was being looked at. It was noted that the care population was steady, despite both a rising population and a rising aging population.

Members queried whether social workers stay with the same people. It was noted that they wouldn’t unless it wasn’t safe enough for them to be transferred.

Members asked whether there was a limit for social worker case loads. It was noted that there was but this was done as a weighting system, so staff would not be left with a lot of complex cases. It was also asked whether the council is doing everything it can to keep people at home. It was noted that yes, they were as it provided the best outcomes.

Lois Hall-Jones provided an update on the metrics from Public Health.

Members queried whether weight loss programmes were advice or prescribing. It was noted that there were different tiers of approach, depending on the need of the patient, and that it was a whole person approach. Members queried whether there was any literature that could be shared with members of the Board, and it was advised that there were.

Members queried why Q4 data had been used for Percentage of Health Visiting appointments completed within timescales, when Q1 data had been used for all the other metrics. It was noted that there had been data issues with the Q1 data and so Q4 data had been used instead as the most up-to-date figure.

Members noted the Mayor’s Healthy Living Project and questioned whether the Mayor could help with publicity in the area, and it was noted that any help would be helpful.

Members noted the ‘Health in Context’ metrics within the report, but noted that it made for poor reading. It was queried what could be done to improve this. Members were advised that the approach was information driven and that it was a matter of continuing existing work.

Members noted the reduction in agency spend and queried who was on the Learning Improvement Board. It was noted that the Board was chaired by the Principal Social worker. Members also asked about lifelong cardiac sufferers, and it was noted that it was about getting the right support to those with conditions in a system wide approach.

Members queried what was being done with spare bed capacity. It was noted that this would be picked up outside of the meeting but it was noted that there are a number of empty beds in residential settings, but that more specialist beds were needed and the Council was working with the market on this issue.

Members noted the 74% of adult social care providers rated good or outstanding by CQC, noting that it seems like it isn’t a good result. Members were reassured that there was a backlog within CQC around inspections and that the Council also checks in on all adult social care providers in the borough.

RESOLVED: That the Performance Assurance Report be noted.