London Borough of Hounslow (16 009 664)

Category : Adult care services > Assessment and care plan

Decision : Upheld

Decision date : 18 Jul 2018

Summary

Mrs X complains about the lack of support the Council provided to her son, Mr Y, at his accommodation and after he became unsafe there.

Finding

Fault found causing injustice and recommendations made.

Recommendations

To remedy the injustice identified in this report, the Council has agreed our recommendations to:

  • apologise to Mr Y, Mr X (his father) and Mrs X for the faults identified;
  • pay Mr X and Mrs X £1,000 for the significant and avoidable distress, time and trouble;
  • pay Mr Y £2,500 for the significant and avoidable distress, risk of harm and loss of opportunities;
  • take action to ensure it has access to those social care records held by the health authority;
  • require staff to log all cases and alert managers where the lack of historic records causes difficulty;
  • consider what action it needs to take to prevent a repeat of the faults identified in this case. It should ensure:
    • care and support plans are completed promptly in future.
    • staff are clear what action to take to ensure adequate support following a placement breakdown.
    • it takes responsibility for the actions of its care providers or those to whom it has devolved responsibilities.

We welcome the positive action the Council has taken to learn from this complaint and avoid similar problems in future.

Ombudsman saisfied with Council's response: 12 November 2018

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