Service improvements

Cumbria County Council

Showing service improvements between 1 April 2021 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 - 4 of 4 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 (22 001 452)

    Category: Adult care services Date: 19-Sep-2022

    Summary

    Mr X complains about the Council’s decision to treat his wife as having deprived herself of capital in order avoid care charges when they gave their home to a daughter. The Council was at fault over the way it made its decision. It therefore needs to reconsider its decision to make sure there is no fault.

    Service improvements

    The Council has agreed to provide evidence it has taken action to ensure officers deal withdecisions on deprivation of capital properly in future.

  • Cumbria County Council (21 007 659)

    Category: Adult care services Date: 10-Apr-2022

    Summary

    Mrs X complained about the level of care provided to her mother, Ms Y, in the last few days of her life by the care home. She also complained about the clearing of Ms Y’s room and the way her belongings were handled. There were failings in the care home’s records in the last few days of Ms Y’s life and it failed to properly safeguard her belongings after her death. The Council, which commissioned the care, should apologise, pay Mrs X £250 and ensure the care home takes action to prevent recurrence.

    Service improvements

    The Council will arrange for Two Acres care home to remind relevant staff about keeping full records of the care provided, including the reason(s) for not offering food and drink or medication when providing end of life care.The Council will arrange for Two Acres care home to develop a written process for dealing with deceased resident's belongings including, where the room is cleared by care home staff, a record of items that will be stored and the method of storage, to ensure belongings are kept safe.

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