Service improvements

Cheshire East Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 3 of 3 cases with service improvements

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

  • Cheshire East Council (22 000 320)

    Category: Adult care services Date: 07-Nov-2022

    Summary

    Mrs X complained about the way a care provider, commissioned by the Council, ended its contract to provide care for her son. There was fault in the care providers actions, for which the Council is responsible. This caused Ms X considerable distress. The Council should apologise, make a symbolic payment to Mrs X to recognise the injustice caused, and take appropriate action to prevent recurrence.

    Service improvements

    The Council will provide guidance to the care provider, Sage Care (Crewe), aboutthe need to be open about concerns and take reasonable steps to resolve them before ending a care contract. It will also ensure the care provider reminds staff of the need to follow its own processes, including its complaints process.

  • Cheshire East Council (21 019 021)

    Category: Adult care services Date: 06-Jan-2023

    Summary

    Ms C complains about the failure of the Council to carry out adaptations properly. The Council is at fault for failing to provide a schedule of works, delayed in starting work and an officer making an unannounced visit. The Council has made a concerted effort to find the cause of an ongoing bad odour, I cannot say on balance, its contractors caused the problem. To remedy the faults identified the Council has agreed to apologise to Ms C and her mother and pay £500 for their time, trouble, and avoidable distress.

    Service improvements

    To ensure there is now a handover of adaptation cases so managers are aware of priority cases.People receiving bathroom adaptations will receive a program of works detailing the date, nature of work and people who will attend the home.Introduce a process so officers can discuss issues which may occur from restricted access to the bathroom and if necessary, liaise with occupational therapy and social care staff to ensure the needs are met.Issue a reminder to staff in the Housing Standards and Adaptations Team to prearrange appointments when wanting to visit homes.

  • Cheshire East Council (21 000 034)

    Category: Adult care services Date: 14-Jun-2022

    Summary

    Ms B complained on behalf of Mr & Mrs C about the care they received from Four Seasons (No 9) Ltd when it operated a care home they were both resident at; in Mrs C’s case with that care provided on behalf of the Council. We uphold the complaints, finding no evidence the Care Provider considered Mr or Mrs C’s need for contact with each other (or between Mr C and his wider family), after they moved to rooms on different floors of the care home. The Care Provider also failed to sufficiently communicate a decline in Mr C’s health before he died. There were also some failings in its management of Mrs C’s diet and nutrition. These failings have caused distress. The Council and Care Provider accept these findings. At the end of this statement, we set out the action they have agreed to take to remedy that injustice.

    Service improvements

    The Council agreed that further to this complaint it would amend its contract with care providers to request they provide quarterly complaints monitoring reports. This is so the Council has more awareness of complaints being made by users of services that it funds and so that it can better monitor complaint outcomes.

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