Service improvements

Cumbria County Council

Showing service improvements between 1 April 2021 and 31 March 2022

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

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

  • Cumbria County Council (20 013 483)

    Category: Adult care services Date: 31-Aug-2021

    Summary

    Ms X complained the Council reclaimed unspent direct payments it provided to her as her mother’s carer. The Council was not at fault for reclaiming the unspent funds. It was at fault for not advising Ms X it intended to do this and for not giving her four weeks’ notice in line with its terms and conditions. The Council has agreed to make a payment to Ms X to acknowledge the frustration caused. It has also agreed to take action to prevent a recurrence of the fault.

    Service improvements

    The Council has agreed to remind staff of the need to give four weeks' notice and to advise of any potential reclaim of funds before closing direct payment accounts.The Council has agreed to develop guidance for staff on when unspent budget will be reclaimed following the closure of a carer's direct payment following the death of the cared for person.

  • Cumbria County Council (20 001 814)

    Category: Adult care services Date: 12-Jul-2021

    Summary

    Mr X complained the Council’s Generic Domiciliary Care policy financially disadvantaged his disabled mother, Mrs Y. He said the Council also incorrectly charged for Mrs Y’s care. We do not find fault with the Council’s policy. However, the Council was at fault for incorrectly charging Mrs Y for care she did not receive and for failing to respond to Mr X’s complaints. The Council has already recalculated Mrs Y’s care costs. It has agreed to apologise to Mr X and pay him £100 in recognition of the avoidable time and trouble he has gone to in pursuing his complaints. It will also remind relevant staff to follow the Adult Social Care complaints policy.

    Service improvements

    The Council has agreed to remind relevant staff of the requirement to follow the Adult Social Care complaint’s procedure.

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