Service improvements

Cheshire East 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

Export results (CSV)

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

  • Cheshire East Council (23 008 396)

    Category: Adult care services Date: 08-Feb-2024

    Summary

    Mr X complained about how the Council looked for a new educational placement for his adult daughter, Ms Y. Mr X also complained about how the Council reviewed Ms Y’s Education, Health and Care (EHC) Plan, about how it amended the EHC Plan and about its failure to secure the provision in Ms Y’s EHC Plan. The Council was at fault. Mr X also complained about the supported living placement the Council identified for Ms Y. The Council was not at fault in how it decided the placement could meet Ms Y’s needs but was at fault for moving Ms Y to the placement without a sufficiently lengthy transition or an up-to-date care and support plan. The faults caused Mr X and Ms Y significant injustice. To remedy that injustice, the Council should apologise to Mr X, pay him a total of £9500, issue Ms Y’s amended EHC Plan and make improvements to its practice.

    Service improvements

    This complaint was about a significantly disabled young woman with special educational needs who moved from a specialist school placement into supported living. The transition was too short and its impact worsened by poor communication between the Special Educational Needs and Disability department and the Adult Social Care department. The Council will review this complaint and identify what steps it should take to ensure the departments communicate effectively, particularly when a young person with an Education, Health and Care Plan is moving to an adult social care setting.

  • Cheshire East Council (22 011 312)

    Category: Adult care services Date: 02-Apr-2023

    Summary

    Mrs L complained about the way the Council handled her mother, Mrs X’s direct payments. Mrs L said the Council was misleading and confusing in its communication and demanded payment Mrs X did not owe. The Council failed to provide clear and transparent financial information, incorrectly calculated Mrs X’s account three times and delayed in pursuing the debt for 20 months. The Council will write off Mrs X’s outstanding charges and pay Mrs X and Mrs L £200 each to recognise the frustration and uncertainty this caused.

    Service improvements

    The Council will remind relevant staff that where discrepancies arise in audits of direct payments for adult social care needs, to ensure the reasons for this are clearly explained to the person.The Council will remind relevant staff of the importance of providing clear and transparent information to people using direct payments for their adult social care needs, to ensure people understand their responsibilities when accessing direct payments both at the point of arranging them and following any audit.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings