Service improvements

Buckinghamshire Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 Buckinghamshire Council as a CSV file.

  • Buckinghamshire Council (21 001 765)

    Category: Children's care services Date: 06-Sep-2021

    Summary

    Mrs B complained about the actions of the Council in dealing with her complaint about a child protection investigation. The Council and Mrs B asked the Ombudsman to consider the complaint, as an early referral, after stage two of the procedure had been completed. We did not agree that the early referral criteria have been met. The Council has agreed to hold a stage three review panel and pay Mrs B £150 for the delay in completing stage two.

    Service improvements

    The Council has agreed to remind officers of the criteria under which a complaint can be referred to the Ombudsman without completing stage three.

  • Buckinghamshire Council (21 001 252)

    Category: Children's care services Date: 18-Feb-2022

    Summary

    Ms X complains about the Council’s decision to go to Initial Child Protection Conference and place her child on a child protection plan following the sharing of incorrect information. Ms X complains this led to the Council wrongly placing her child on a child protection plan and caused significant distress. The Ombudsman finds fault with the Council for failing to suitably include Ms X in the ICPC process and for failing to suitably consider and address her concerns about incorrect information. The Ombudsman also finds fault with the Council for not suitably considering the impact on Ms X and Child A. The Council has agreed to provide a financial remedy and service improvements.

    Service improvements

    The Council has agreed to share this decision and the outcomes of the further investigation with staff and highlight where lessons can be learnt.The Council has agreed to review how it considers injustice to complainants and the impact on complainants where complaints are upheld.The Council has agreed to review how the outcomes of the further investigation by the Council could have been achieved at stage 2 in the complaints procedure and why the outcomes were not identified at the time.

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