LGO and Care Quality Commission reach new Information Sharing Agreement

The Local Government Ombudsman and the Care Quality Commission have concluded an Information Sharing Agreement (ISA).

The updated ISA covers how the two organisations will share information about complaints and concerns. It will also lead to further development to the ‘warm transfer’ of calls between the organisations.

'Warm transfers’ allow the CQC’s National Customer Service Centre (NCSC) to directly transfer complaints about adult social care to the LGO whilst the complainant is still on the same call. The LGO can also transfer calls to the CQC where the complainant wishes to share that information.

In 2015, 992 people were either directly transferred or signposted from the NCSC to the LGO at their convenience.

The LGO looks at complaints about councils and some other authorities and organisations, such as adult social care providers (including care homes and home care providers). The Ombudsman’s role is to investigate complaints in a fair and independent way.

The CQC uses information of concern to inform and plan its nspection activities, but cannot investigate individual complaints.

“The agreement also gives CQC inspectors the capability to signpost the LGO ‘best practice’ resources and guidance directly to providers during inspections. This includes information for providers on how each organisation uses complaints and information of concern,” the CQC said.