Service improvements

Cumbria County 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 - 3 of 3 cases with service improvements

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

  • Cumbria County Council (22 016 433)

    Category: Adult care services Date: 19-Jul-2023

    Summary

    Miss L complained the Council failed to assess and meet her late mother, Mrs X’s, care needs, to assess her need for care or to assess her and her stepfather, Mr X’s, support needs as carers. She also complained the Council failed to take action about her safeguarding concerns and failed to respond to her complaint. The Council failed to offer Miss L a care needs assessment or a carer’s assessment, delayed taking action on safeguarding concerns she reported and delayed responding to her complaint. This caused Miss L distress, frustration and uncertainty. The Council agreed to apologise, pay Miss L a symbolic amount of £500 and remind staff of its adult social care duties and its complaints procedures.

    Service improvements

    The Council will remind all relevant staff members: of its duties to offer relevant assessments to people that have the appearance of need for care and support in its area;of its procedures and the action it should take when it receives a safeguarding concern about an adult; andto respond to complaints about its services in a timely manner and in line with its policies.

  • Cumbria County Council (22 015 038)

    Category: Adult care services Date: 27-Jul-2023

    Summary

    Miss X complained about how a Care Provider acting on behalf of the Council failed to meet her daughter’s basic needs. We have found fault causing an injustice to Miss X and her daughter. The Council has agreed to apologise, make a financial payment and monitor the service.

    Service improvements

    The Council has agreed to, through its contract monitoring procedures, ensure the Care Provider is providing support to its residents in accordance with their care and support plans relating to nutrition, personal care and activities.

  • Cumbria County Council (22 013 705)

    Category: Education Date: 12-Dec-2023

    Summary

    Ms X complains the Council failed to make alternative education provision for her daughter Y when she could not attend school. There is no evidence of fault in how the Council made its decision that it did not have a duty to provide alternative education provision for Y. The Council is at fault for not recording its decision that Y’s high school could meet her needs, for not providing an update to Ms X as to whether it would commence legal proceedings and for failing to consider Ms X’s complaint in accordance with its complaints procedure. These faults caused distress to Ms X which the Council will remedy by apologising and making a symbolic payment of £200 to her.

    Service improvements

    Review its record keeping procedures to ensure officers keep a clear record of their decisions about whether education provision is accessible to a child out of school and whether it owes a duty under Section 19 of the Education Act 1996 to make alternative education provision.Ensure officers notify parents/guardians in writing regarding of its decisions on whether education is reasonably accessible and whether it has a duty under Section 19 of the Education Act 1996 to make alternative education provision.

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