EXPERTS have called for improvements in the way complaints are handled across the country's 15,000 care providers in the first assessment of its kind in Scotland.
The call came after the Dundee-based Care Inspectorate commissioned Queen Margaret University Edinburgh and Stirling University to carry out the inaugural review of complaints related to services ranging from care homes for older people to support for vulnerable adults, adoption and fostering or individually registered baby-sitters.
The watchdog, which carries out 9000 inspections of Scotland's care landscape each year, confirmed complaints had been rising since it took over from the Care Commission in 2011.
This, however, is leading to greater transparency and awareness and helping tackle problems, the Care Inspectorate said.
Vulnerable people are also finding new ways of seeking help, with complaints via social media alone having risen by 19% to 36% in just eight months.
The inspectorate received 2855 complaints against care services between April 2011 and March 2012.
This was an increase of 14% on the 2496 complaints the now defunct Care Commission received over the same period in 2010/11.
But its research found many gaps in appropriate handling of valid concerns.
Inspectors have dealt with shocking claims this year including allegations that led to a police investigation over one care home, and another which identified huge shortcomings in a home run by one of Scotland's largest councils.
A number of homes are threatened with closure if they don't improve.
The research found sometimes complaints were not humanely handled and there was an element of "tick boxi-ness" in certain approaches.
The two universities said complainants wanted "workable" solutions and found the defensive attitudes of some service providers very difficult.
The Care Inspectorate complaint hotline is 0845 6009527.
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