Service improvements

Bristol City 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 - 2 of 2 cases with service improvements

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

  • Bristol City Council (23 000 854)

    Category: Adult care services Date: 17-Nov-2023

    Summary

    Mrs X, a shared lives carer complained on behalf of herself and the person she cares for, Mr Z. She said the Council failed to pay direct payments in 2022; that Mr Z’s respite cover is inadequate, the Council delayed completing a care and support assessment; the Council’s complaints response was delayed, and her shared lives agreement has ended. We find the Council was at fault for a delay in finalising the care assessment, delay in responding to Mrs Z’s complaint and delay in completing the review. This caused Mrs X and Mr Z significant stress. The Council has agreed to several recommendations to address the injustice caused by fault.

    Service improvements

    Issue written reminders to staff to ensure they are aware of the care and support statutory guidance which states • assessment should be carried out over an appropriate and reasonable timescale taking into account the urgency of needs and a consideration of any fluctuation in those needs. Councils should inform the individual of an indicative timescale overwhich their assessment will be conducted and keep the person informed throughout the assessment process; and • In addition to monitoring direct payments generally to ensure they are being used to meet care and support needs, the Regulations set out that local authorities must also review the making of the direct payment within the first six months of making the first payment.

  • Bristol City Council (22 008 058)

    Category: Adult care services Date: 27-Jun-2023

    Summary

    Miss X complained on behalf of her son Mr B. Miss X said the Council funded Care Provider gave inadequate notice and reasons when ending Mr B’s contract. Miss X also said it failed to meet Mr B’s needs and failed to follow correct policies and procedures. We find the Council funded Care Provider was at fault for poor communication, poor record keeping and for failing to follow its values. This caused Miss X distress and uncertainty. We do not find fault with how the Care Provider ended Mr B’s contract or for the care it provided to Mr B. The Council has agreed to our recommendations to remedy the injustice to Miss X.

    Service improvements

    The Council will provide evidence the Care Provider has completed the service improvements identified in its Stage Two response.

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