People like us? Understanding complaints about paramedics and social workers: final report

Authors:
van der GAAG Anna, et al
Publisher:
University of Surrey
Publication year:
2017
Pagination:
220
Place of publication:
Guildford

This study examines the reasons for the disproportionately high number of complaints to the Health and Care Professions Council (HCPC) about social workers in England, and paramedics from across the UK. It also looks at what preventative action could be taken to address the issue. The study included a literature review; a Delphi exercise with experts; interviews focus groups with UK-based professionals and service users, and an analysis of a sample of cases. In relation to social work, the literature review did not find a strong evidence base on the prevalence of complaints about social workers, but the literature did highlight the difficulties faced by social workers in carrying out their role. This include the contradictory purpose and values of the role (e.g. care and control); the impact of public perceptions and expectations; the challenges of practice for both social workers and paramedics; the organisational, cultural and political climate affecting their work, which included the pressure facing services; and the evolving nature of these professions. Preventative strategies identified included: better support and provision from employers, for professional bodies to exert a stronger influence; to encourage reflective practice for registrants, and to improve inter-agency working. The case analysis, which looked at a sample of complaints against social workers and paramedics found that a disproportionate number of complaints that did not meet the threshold for investigation. The report recommends the application of a more nuanced set of regulatory tools and a greater emphasis on local interventions and partnerships across agencies to reduce the number of inappropriate referrals to the regulator. (Edited publisher abstract)

Subject terms:
social workers, complaints, health professionals, regulation, professional registration, malpractice, user views, organisational culture, staff supervision, literature reviews;
Content type:
research
Location(s):
England, United Kingdom
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