Service improvements

Durham County 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 - 4 of 4 cases with service improvements

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

  • Durham County Council (24 007 103)

    Category: Adult care services Date: 30-Mar-2025

    Summary

    Mr X complains the Council failed to arrange suitable support for him when he left hospital in April 2024, leaving him without the support he needed. The Council delayed in identifying the need to reassess Mr X’s needs, review his financial assessment with him, and review his risk management plan. These delays caused avoidable distress to Mr X, but he was left without the support he needed because he was not prepared to pay for it. The Council needs to apologise for the distress it caused and take action to improve its services.

    Service improvements

    The Council has agreed to take action to ensure people in Mr X’s circumstances can self-refer for an assessment of their needs;work with the Handyman Service with a view to it accepting referrals from the Council without the need for the person to then prove their eligibility to use the service.

  • Durham County Council (24 007 054)

    Category: Adult care services Date: 10-Feb-2025

    Summary

    Mrs F complained about the Council’s actions in respect of the payment of fees for care in a residential care home for her father (Mr G). We found the Council failed to keep Mrs F informed of its actions and gave inaccurate information in its initial response. The Council has agreed to make a symbolic payment of £400 to Mrs F and to improve its procedures for the future.

    Service improvements

    The Council has agreed to ensure all social work staff are aware of the correct procedure to follow when a person goes into residential care.

  • Durham County Council (24 001 522)

    Category: Adult care services Date: 15-Jan-2025

    Summary

    Mr X complained he was incorrectly discharged from Section 117 aftercare. We found the Trust, the Council and the ICB did not follow the relevant guidance when discharging Mr X from Section 117 aftercare. This caused uncertainty to Mr X over whether he should have received additional mental health support in the period that followed, and whether this may have prevented his health from deteriorating. The Trust, Council and ICB agreed to provide a remedy to Mr X by reassessing his Section 117 needs, and making service improvements.

    Service improvements

    The Council together with the ICB and Trust, will ensure staff are trained on how to apply the current Section 117 aftercare policy when discharging people from Section 117 aftercare, including fully involving people and their carers or advocates in the decision.

  • Durham County Council (23 019 438)

    Category: Adult care services Date: 09-Oct-2024

    Summary

    Mr C complains about the Council’s care charges and increases in care to his brother. The Council is at fault for making changes to a support plan without clarifying the services provided, and providing wrong and delayed invoices. These faults have caused frustration, time, and trouble. To remedy the complaint the Council has agreed to apologise to Mr C, make him a symbolic payment, and provide a detailed amended invoice. It will also make service improvements.

    Service improvements

    The Council has agreed to:a) review the invoicing errors and delays that have occurred in this complaint and provide a plan about what the Council will do to prevent reoccurrence;b) review how this service provider has been monitored and whether the spot checks currently in place for charging are sufficient to prevent future service failure;c) review how the Council advises and invoices people for telecare services to ensure the information and charges are clear;d) remind staff about the importance of recording changes in care packages and providing updated support plans to service users so that there is a clear written record of provided services;e) remind staff about going through services provided when completing a review so that there is a record the person is receiving services both agreed to and paid for.

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