Service improvements

Bath and North East Somerset Council

Showing service improvements between 1 April 2024 and 31 March 2025

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 5 of 5 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Bath and North East Somerset Council as a CSV file.

  • Bath and North East Somerset Council (24 002 922)

    Category: Adult care services Date: 25-Nov-2024

    Summary

    Mrs B’s complaint followed a meeting she attended with the Council in August 2023 when it assessed her mother’s care needs. We upheld her complaint, finding neither she nor her mother knew the reasons for that assessment. We also find the Council later provided wrong information in reply to a complaint. These faults caused injustice to Mrs B as distress. The Council has accepted these findings and agreed to remedy Mrs B’s injustice. It has also agreed to make service improvements to improve its practice following this complaint. We set out details at the end of this statement.

    Service improvements

    The Council agreed that it would review the communications it has with those who use adult care services, or their relatives, in the event of an NHS decision to remove continuing healthcare funding. This was to ensure those affected by such decisions knew the Council would assess care needs and to provide some basic information about when it might fund social care needs.The Council agreed that further to the review of communications it would also brief its social work staff on its expectations. This briefing would highlight the importance of transparency and openness about its involvement in such cases, areas where we found fault with the Council during this investigation.

  • Bath and North East Somerset Council (23 019 676)

    Category: Education Date: 06-Dec-2024

    Summary

    The complainant complains her son missed out on education for 14 months due to fault by the Council. Our decision is there were two periods where the Council could have done more to ensure the school was providing more education and also the contents of the child’s Education, Health and Care Plan. The Council has agreed to our recommendations.

    Service improvements

    The Council will review its policies and procedures to make sure it retains sufficient oversight and control over what a school is doing on its behalf.

  • Bath and North East Somerset Council (23 014 363)

    Category: Education Date: 28-May-2024

    Summary

    The Council failed to ensure that Ms X’s daughter received the educational provision set out in her Education Health and Care Plan, or consider whether it had a duty to make alternative provision when she was unable to attend school. It has not issued a new Plan following an emergency review, did not properly consider her request for a personal budget, and did not communicate with Ms X properly. The Council’s shortcomings caused Ms X and her daughter distress, frustration, and uncertainty. It has caused Ms X’s daughter to miss out on educational provision.

    Service improvements

    The Council will share this decision with relevant staff.

  • Bath and North East Somerset Council (23 006 727)

    Category: Education Date: 30-May-2024

    Summary

    Miss B says the Council failed to ensure her daughter received education from 2022 onwards. The Council delayed issuing an education, health and care plan following a needs assessment and delayed issuing a revised plan following a review. That means Miss B’s daughter missed out on education for half a term. A payment to Miss B, reminder to officers and setting up a process to track annual review actions is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers dealing with EHC needs assessments to remind them of the need to comply with the timescales in the code of practice.The Council will provide evidence to the Ombudsman of the work it is undertaking as part of the business change programme to track annual reviews of EHC plans to make sure the timescales set out in the code of practice are adhered to.

  • Bath and North East Somerset Council (22 017 440)

    Category: Adult care services Date: 16-May-2024

    Summary

    We uphold Miss Y’s complaint about her father’s hospital discharge and care. We found fault with the way Mr X was discharged from hospital, the care he received in a care home and some aspects of his hospital inpatient care. As a result, Mr X did not receive the care he was entitled to. Miss Y has also experienced distress and uncertainty. The Council and the Trust have agreed to apologise to Miss Y, and the Council has agreed to make systemic improvements and pay a financial remedy.

    Service improvements

    Within three months of my decision, the Council will review its policies to ensure people are offered choice as part of this discharge process, or any decision to restrict choice is properly considered and recorded. The Council will also ensure that all staff are aware of any changes arising from this.

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