Case Ref: 20 005 046 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to share the lessons learned around assessing fluctuating care needs, with relevant adult social care staff and assessors.
• The Council will also inform the Ombudsman of the wider audit it is carrying out in the way care agency B has invoiced the Council.

Case Ref: 20 002 566 Category: Adult care services Sub Category: Residential care

• The Council has agreed to review the Care Provider’s practice to ensure that people supporting residents are consulted with where appropriate and kept suitably informed.
• The Council has agreed to review the Care Provider’s practice to ensure records and documentation are properly completed particularly around: •Personal information. •Falls and head injuries. •Contact with family and others. •Mental capacity. •Daily logs.
• The Council has agreed to ensure both the Council’s and care providers’ complaints processes consider potential conflicts with investigations by other bodies at the earliest opportunity. This should ensure that complaints are only put on hold where essential.
• The Council has agreed to review practice by social workers generally, to ensure care providers have all necessary information about individuals referred by the Council.

Case Ref: 20 002 088 Category: Children's care services Sub Category: Adoption

• The Council has already made improvements to the matching procedure and decision-making process.

Case Ref: 20 001 116 Category: Adult care services Sub Category: Domiciliary care

• The Council agreed to review the improvements made by the Care Provider and the impact on complaints received and sharing its findings with the Care Provider.

Case Ref: 19 020 117 Category: Education Sub Category: Special educational needs

• The Council will consider implementing a mechanism to check that special educational provision is in place after it has issued a final Education, Health and Care Plan. This will allow the Council to check that it has properly discharged its duty under S.42 Children and Families Act and can evidence that it has done so.
• The Council will review its handling of this complaint as it identified through its own complaint procedure that there had been a loss of service but it failed to offer a remedy. Had it done so this would have avoided the need for the complainant to bring the complaint to the Ombudsman.