Service improvements

City Of Bradford Metropolitan District Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 9 of 9 cases with service improvements

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Downloads the current filtered list of service improvement decisions for City Of Bradford Metropolitan District Council as a CSV file.

  • City Of Bradford Metropolitan District Council (24 003 980)

    Category: Education Date: 19-Feb-2025

    Summary

    Mrs X complained about the way the Council dealt with her son, Y’s education. The Council was at fault for failing to follow the annual review process, failing to keep proper records, issuing the final amended EHC plan before the draft amended EHC plan and failing to provide section F provision and transition support. This caused distress, frustration and uncertainty to Mrs X and Y. The Council will apologise and make a payment to recognise the personal injustice caused.

    Service improvements

    The Council will circulate this decision to remind staff dealing with Education, Health and Care Plans of the importance of timely annual reviews, keeping proper records, issuing draft Education, Health and Care Plans before final Education, Health and Care Plans and providing appropriate transitional support.

  • City Of Bradford Metropolitan District Council (24 000 904)

    Category: Adult care services Date: 28-Feb-2025

    Summary

    Mrs Y complained that her late father, Mr W, experienced avoidable injuries during his short time at a Council commissioned residential care home. She also says that staff did not communicate with her properly about the incident and did not properly investigate. We find the home failed to properly assess Mr W’s risks and at the frequency agreed in his care plan. Although we cannot say that Mr W’s fall was preventable, the fault has caused uncertainty for which the Council should apologise and make a symbolic payment for. The home has already implemented some service improvements following Mrs Y's complaint.

    Service improvements

    The Council will share with us a copy of the smoking policy and telemedicine procedure which the care home updated following the complaint investigation.

  • City Of Bradford Metropolitan District Council (23 021 226)

    Category: Adult care services Date: 29-Sep-2024

    Summary

    We upheld a complaint the Council failed to invite a member of Mrs C’s family to a continuing healthcare checklist assessment. This contributed to the Council failing to take account of information relevant to its assessment and resulted in delay to the NHS considering Mrs C’s eligibility for funding towards her health needs. This caused avoidable distress which the Council has agreed to remedy, detailed at the end of this statement as well as agreed service improvements.

    Service improvements

    The Council agreed that further to this investigation it would issue a reminder to all staff trained to undertake continuing healthcare checklist assessments of the need to provide information about the checklist before undertaking the assessment; ensuring those assessed know they can have a representative present (such as a family member) during the assessment; and to provide information on the outcome of the assessment.

  • City Of Bradford Metropolitan District Council (23 019 207)

    Category: Adult care services Date: 13-Nov-2024

    Summary

    Mr X complained the Council and ICB failed to work together to provide him with a budget for support. We found no fault by the ICB or Council in how they worked together to provide Mr X with a budget for support. We found fault by the Council in its reference to older legislation in its Direct Payments contracts, which caused frustration to Mr X. The Council has taken action to update the contracts, and has agreed to send Mr X an updated version.

    Service improvements

    Within three months of the final decision, the Council will send us confirmation it has changed its Direct Payments contracts to reflect the current legislation, or tells us when it will do so, and provide us with an updated copy.

  • City Of Bradford Metropolitan District Council (23 018 713)

    Category: Education Date: 13-Aug-2024

    Summary

    The Council was at fault for failing to provide education to Ms X’s child Y when Y could not go to school for health reasons. The Council also failed to deliver the provision in Y’s EHC plan and failed to issue a final plan following the annual review. The Council took too long to decide Y needed education otherwise than at school and delayed dealing with Ms X’s complaints. As a result, Y has been without education for 28 months and both Ms X and Y have experienced avoidable distress. The Council has agreed to apologise, provide Y with education, make payments to Ms X and Y, and act to improve its services.

    Service improvements

    The Council has agreed to provide training or guidance to relevant staff on the Council’s duty to makealternative provision for children who cannot go to school for health reasons.The Council has agreed to ensure requests to the panel approving EOTAS include sufficient detail aboutthe consultations already made and provision considered to enable the panel tomake prompt and informed decisions about a child’s needs.The Council has agreed to remind relevant staff that the Council has a duty to secure the provision in anEHC plan and must act if it is aware a school or other provider is not makingthis provision.The Council has agreed to identify andimplement measures to ensure the Council issues a Final amended EHC planfollowing annual review, giving the parent or young person the right to appealto the Tribunal.The Council has agreed to remind officers dealing with complaints that when the Council has got somethingwrong, it should consider the impact on the complainant and offer anappropriate remedy.

  • City Of Bradford Metropolitan District Council (23 017 736)

    Category: Education Date: 05-Sep-2024

    Summary

    Miss X complains the Council failed in its duties to provide suitable education and Special Educational Needs support to her child, D. There was fault by the Council which caused D to miss education and SEN support. It also caused avoidable distress for D and Miss X. The Council agreed to apologise and pay a financial remedy. It will also produce an action plan to address the faults identified in this case, and issue reminders to its staff.

    Service improvements

    The Council agreed to review the faults identified in this case and produce an action plan for steps it will take to ensure it:carries out Education, Health, and Care (EHC) needs assessments within statutory timescales, including where it concedes an appeal to the First-tier Tribunal (Special Educational Needs and Disabilities) about its decision not to carry out an assessment;properly considers its duty under section 19 of the Education Act 1996 to provide alternative education as soon as it is aware a child is out of school, properly records its considerations, and keeps arrangements under review;meets its duty to immediately secure the special educational needs (SEN) provision in a final EHC Plan. This includes proper consideration of to what extent it can deliver the Plan where a child is out of school; andcommunicates properly with families of SEN children where they raise concerns and queries, and responds in good time.The Council agreed to issue a reminder to staff that respond to complaints about its Special Educational Needs and Disabilities (SEND) service, about the importance of apologising to complainants where the Council accepts fault.

  • City Of Bradford Metropolitan District Council (23 010 996)

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

    Summary

    Mrs X complained the Council has delayed in assessing the change in her father, Mr Y’s care needs and has refused to backdate support to January 2023 when the care increased. As a result Mr Y has accrued care charges he cannot afford. The delays and failings in the way the Council dealt with Mrs X’s requests for additional care and support for Mr Y are fault. This fault has caused Mrs X and Mr Y an injustice.

    Service improvements

    The Council has agreed to provide training / reminders to relevant staff of the need to provide clear advice and explanations of the process to be followed when an increased care package is requested. And of the need to fully document the advice given.

  • City Of Bradford Metropolitan District Council (22 017 466)

    Category: Education Date: 06-Aug-2024

    Summary

    Ms X complained the Council failed to arrange a school place or educational provision for her child Y. The Council was at fault as it failed to identify a suitable school for Y, failed to ensure Y received the provision in their Education, Health and Care Plan and has failed to issue a final Plan following Y’s annual review. This caused Ms X distress and frustration, delayed her right of appeal and meant Y has missed out on suitable education provision. The Council has agreed to apologise and make payments to Ms X and Y and to take action to improve its services.

    Service improvements

    The Council failed to identify a school for a child, failed to ensure the child received the provision in their Education, Health and Care (EHC) Plan, and has failed to issue a final Plan following the child's annual review. The Council has agreed to review this case and prepare an action plan setting out how it will ensure: annual reviews are carried out on time and, where it decides to amend an EHC Plan, the final Plan is issued within 12 weeks of an annual review meeting; andit retains oversight of children out of school not receiving education.

  • City Of Bradford Metropolitan District Council (22 017 137)

    Category: Adult care services Date: 21-Jul-2024

    Summary

    Ms Y complained about failings during her father’s discharge planning, and delays in the repatriation of her mother. We have found fault by the Council for failings in discharge planning. We have also found fault by Bradford Trust and Chesterfield Trust for failings in the repatriation process. These faults led to avoidable expenditure and avoidable stress. We have asked the organisations to apologise, reimburse money the family would not have otherwise paid, make payments to acknowledge the avoidable stress, and take steps to prevent recurrences.

    Service improvements

    In this case a hospital referred an elderly patient to the Council to consider what support he might need when he left hospital. We found the Council closed its case too soon, without having suitable discussions with the family about the available options and the financial implications of each. The Council agreed it would share the learning from this case with all of its staff that are involved in hospital discharge planning.

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