Scottish care services hit with thousands of complaints amid 'long-term' increase, Care Inspectorate says

New data revealed that Scottish care services were hit with thousands of complaints in what has been described as a “long-term increasing trend”.

The Care Inspectorate released statistics on complaints received and investigated between April 2019 and March 2024.

The report focuses in particular on complaints logged between April 1, 2023 to March 31, 2024 during which there were 5,646.

While the amount of complaints showed a 4% decrease, the watchdog said the number reflected a “long-term” increase.  

They added that around 4,467 complaints were resolved with help from the Care Inspectorates.

The Care Inspectorate upheld 73% of the complaints after carrying out investigations over the 2023/2024 year.

The watchdog added 20% of the complaints were deemed “high risk” and were investigated.

In 50% of the complaints, the information given by the complainant was provided to the inspector.

Around 11% were investigated by the service using their own complaints procedure where the regulator required the provider to investigate.

The statistic also revealed that 22% of of complaints logged were revoked which showed a decrease from 23% in the year 2022/2023.

The Care Inspectorate added: “Any complaints raised which suggest an adult or child is at risk of harm are immediately reported to the appropriate body.

“Any information that suggests a crime has been committed is immediately referred to Police Scotland.” 

Jackie Irvine, chief executive of the Care Inspectorate, said the complaints give “valuable” insight into how services are caring for thousands of people.

She added: “We realise that, for many people, making a complaint to us can be a big step and indicates that there is something not right that really matters to them.”

“We look carefully at all the information we receive from all complaints and decide the best way to proceed.

“Where we do investigate formally, the purpose is not just to establish the facts and determine whether the care provided was good enough, but also to seek to improve the quality of care provided for the person making the complaint and other people experiencing care.

“A key part of our role is to work with services and providers collaboratively to support improvement. It is essential that our investigations lead to meaningful change and improvements that provide positive outcomes for people experiencing care.

“Anyone with a complaint about a care service can contact us on 0345 600 9527.”