Service improvements

Bracknell Forest 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.

Showing 1 - 1 of 1 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Bracknell Forest Council as a CSV file.

  • Bracknell Forest Council (22 007 716)

    Category: Adult care services Date: 24-Apr-2023

    Summary

    Mr X complained the Council failed to sufficiently safeguard his adult son, Mr Z, from harm caused by his housemate in supported living accommodation. The Council was not at fault for moving the two men into the accommodation initially, nor for the way it dealt with the safeguarding concerns. However the Council failed to consult properly in its best interests decision making regarding Mr Z and his living situation. This has caused uncertainty to Mr X and his son. The Council also failed to respond properly to Mr X’s complaint. This caused Mr X frustration and time and trouble. We have recommended the Council apologise, pay Mr X £150 and carry out a fresh mental capacity and best interests assessment into Mr Z’s living situation.

    Service improvements

    The Council has agreed to remind all staff that deal with mental capacity assessments and best interests decision making, that the Mental Capacity Act clearly sets out which people should be consulted in capacity assessments on the person’s behalf and that working for a care organisation in a paid capacity does not automatically prohibit a carer from being consulted due to ‘conflict of interest’.The Council has agreed to remind its complaint handling staff that it is important to inform the complainant in the Council’s complaint responses of any right they have to escalate that complaint.The Council has agreed to review its systems and put in place measures to prevent complaints being moved into spam folders, or to have these folders checked more routinely for complaints sent there in error.

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