Service improvements

Bolton Metropolitan Borough Council

Showing service improvements between 1 April 2023 and 31 March 2024

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.

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Bolton Metropolitan Borough Council (23 009 086)

Category: Adult care services Date: 27-Mar-2024

Summary

Mr P complained the Council failed to take his mother, Mrs R’s, finances into account when completing a financial assessment for his father, Mr R. He also complained the Council’s complaint handling has been poor. We have found the Council at fault for not considering Mr R’s continuing property costs and for the delay in providing Mr P with the outcome of his appeal.

Service improvements

The Council should review its process for dealing with disagreements about financial assessment outcomes to make any changes needed.The Council should inform adult social care staff of the process for dealing with financial assessment disagreements, including how they should inform service users of the process available.

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