Service improvements

City of York 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 City of York Council as a CSV file.

  • City of York Council (22 005 428)

    Category: Adult care services Date: 03-Jan-2023

    Summary

    Mrs X complained about the care provided to her daughter by the Council, delay with setting up direct payments, and its safeguarding investigations. There was fault with the Council not following part of its safeguarding policy but there was no injustice as the risk had been removed. We found fault as the Council did not meet her daughter’s needs consistently for a long period. It also delayed considering Mrs X’s needs as a carer. These faults caused Mrs X significant distress. There was delay in setting up direct payments which further caused uncertainty and frustration. The Council has agreed to our recommendations to remedy the injustice caused.

    Service improvements

    The Council will issue reminders to appropriate staff to ensure they consider carrying out a carers assessment if it appears a carer may have any level of need for support.The Council will issue reminders to appropriate staff to ensure guidance and support is given when asked about direct payments and ensure proper consideration is given to these requests.

  • City of York Council (22 001 187)

    Category: Adult care services Date: 16-Oct-2022

    Summary

    Mrs F complained about the Council’s decision to apply a top up on her mother’s care charge contributions. She also complained about the advice and support she received. We found fault in the way the Council applied its top up charge and the support it provided Mrs F with finding suitable care homes for her mother. The Council agreed to apologise to Mrs F, remove its top up charges, and make payment to acknowledge the injustice this caused her.

    Service improvements

    The Council will review its existing policy to ensure a consistent approach on top up charges. This includes where an individual has been assessed to be able to afford a more expensive care home, has refused the Council’s offer of a care home and agreed to meet such charges in writing. The Council has no duty to source care arrangements for service users who are self-funders of their care.The Council will provide training to its staff to ensure timely accurate advice and guidance is provided to residential care users, or their representatives, regarding top up charges. And, where applicable, requests for support with finding suitable care homes are actioned without delay.

  • City of York Council (21 011 789)

    Category: Adult care services Date: 15-Aug-2022

    Summary

    Mr and Mrs X complained the Council poorly managed their child, Y’s, transition from children’s services to adult services as a care leaver. They say this caused them and Y distress and affected Y’s health. They also say the Council handled their complaint poorly. The Council is at fault. There were faults during the transition planning process and with complaints handling. The Council has agreed to apologise to Mr and Mrs X and Y, make remedy payments in recognition of the uncertainty and distress caused and act to improve its services.

    Service improvements

    The Council will remind relevant officers that complaints about the actions of the Council's children's services fall under the children's statutory complaints procedure, regardless of the young person's age when the complaint is raised.The Council will review its procedures for transition planning with young people approaching 18, in particular how it ensures plans for post-18 accommodation are in place well before the young person's 18th birthday.

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