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Chamber and committees

Official Report: search what was said in Parliament

The Official Report is a written record of public meetings of the Parliament and committees.  

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Dates of parliamentary sessions
  1. Session 1: 12 May 1999 to 31 March 2003
  2. Session 2: 7 May 2003 to 2 April 2007
  3. Session 3: 9 May 2007 to 22 March 2011
  4. Session 4: 11 May 2011 to 23 March 2016
  5. Session 5: 12 May 2016 to 4 May 2021
  6. Current session: 13 May 2021 to 11 February 2026
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Displaying 700 contributions

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Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

What challenges currently face social care users and carers when making complaints, and how could those challenges be addressed by the bill? Are there any ways in which you would like the complaints handling provisions of the bill to be altered and/or strengthened and, if so, for what reasons? I see that Mhairi Wylie is nodding, so I ask her to answer first.

15:30  

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

Yes.

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

I will follow that up. How do we ensure that the complaints process is transparent and accessible for everyone? Clare Gallagher summed things up very well. Due to the number of different providers and where, when and through whom you can complain to those different providers, there is a complete spider’s web of issues, especially for service users whose first language is not English or who have other access issues. How can we ensure that any national-level process takes account of geographic variability and who the providers are, as well as access issues, to ensure that the complaints system is fit for purpose? How can we ensure that information about how to access and navigate through the process is well advertised, so that someone who does not want to take up independent advocacy or who does not have someone to advocate for them can still navigate it in their own way and in their own time?

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

That is great.

Dr Nolan, what are the key considerations for you in the development of a model complaints system for the proposed national care service? For the service users that you support, what do you see as the biggest barriers in a nationally structured model of complaints handling?

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

Thank you.

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

I think that you have covered most of it. I asked what the key considerations are for you in the development of a model complaints system. What pitfalls must we look out for, particularly when we are considering service users?

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage 1

Meeting date: 5 December 2022

Gillian Mackay

My first question is for Rhona Willder. Should a single organisation such as Citizens Advice Scotland be appointed to provide or co-ordinate the provision of advocacy, or do you see that happening in a different way under the bill?

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage1

Meeting date: 29 November 2022

Gillian Mackay

Yes.

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage1

Meeting date: 29 November 2022

Gillian Mackay

It does—thank you, Nick.

Health, Social Care and Sport Committee

National Care Service (Scotland) Bill: Stage1

Meeting date: 29 November 2022

Gillian Mackay

To what extent do the witnesses believe the bill will enable or support care services to uphold fair work principles and improve conditions for staff? How, if at all, will it help to address workforce challenges around recruitment and retention? Peter McCormick is looking at me, so I will go to him first.