Ever wondered who Riverside Inquirers are – and exactly what they do? 

Riverside Inquirers are customer volunteers from across the country. They come from different backgrounds and offer different skills and experiences – but all share the same aim: to help make our services the best they can be.

Riverside Inquirers: 
• are the Scrutiny Panel for Care and Support
• look at the bigger picture and check that Riverside does what it promises
• hold Riverside to account and ensure it gives good value for money
• listen and investigate the things that matter to customers
• work together with Riverside but remain independent
• set their own agenda and form their own recommendations
• ask questions and get things done.

The Scrutiny Panel is in full swing with its new project, exploring online services within Care and Support schemes. 

The panel’s last project was on complaints handling. As a result of its report, the Care and Support Board approved many of the panel’s recommendations, such as:

• collect satisfaction data on complaint handling 
• include data on timescales in performance management reports
• set targets for managers and reporting their performance on the website
• create a separate e-learning module on the customer feedback procedure and develop the One View system
• log complaints, in line with customer feedback procedure
• ensure that the customer feedback policy invites complainants to become customer panel members.