East Sussex County Council (21 004 468)

Category: Adult care services Date: 24-Jan-2022

Summary

Mr X complains the Council failed to provide transport to his son’s day centre, sent a reminder for an invoice it had not sent and expected his son to pay for services he did not receive because of COVID-19. He says this left his son without support and his parents with no respite. The Council accepts it failed to provide transport and sent a reminder for an invoice it had not sent, and has apologised. It was also at fault for failing to discuss the options for using his son’s direct payments. This prevented Mr X from making informed decisions about using them. The Council needs to apologise, pay financial redress and provide evidence of the action it has taken to ensure it does not send reminders for invoices it has not sent.

Service improvements

East Sussex County Council (21 002 947)

Category: Education Date: 07-Dec-2021

Summary

Ms C complained the Council failed to make arrangements to provide suitable alternative education otherwise than at school for her son, X, who was not able to attend school. She said the school where he was on roll was not able to meet his needs. As a result X did not receive any education for a year. There was fault which caused injustice to Ms C and X. The Council will apologise, make a payment and review its procedures.

Service improvements

East Sussex County Council (21 000 768)

Category: Adult care services Date: 17-Nov-2021

Summary

Mrs C complains the Council’s charging assessment for residential care is wrong. The Council is at fault for failing to consider motivation when concluding there was a deprivation of assets. This has caused uncertainty about whether the assessed charge is correct. The Council has agreed to apologise to the complainant, reassess the charge taking into account motivation, and remind staff of the need to consider motivation in decisions of this type.

Service improvements

East Sussex County Council (21 000 339)

Category: Education Date: 04-Nov-2021

Summary

Mrs X complained the Council failed to ensure her grandson, Mr Y, received some of the provision named in his Education, Health and Care plan. The Council was at fault when it failed to secure some of Mr Y’s special educational provision. This led to Mr Y missing out on support he needed and caused Mrs X distress and frustration. The Council was also at fault in the way it considered Mrs X’s personal budget request. The Council has agreed to apologise, pay Mrs X and Mr Y £4,050 and make service changes. We have therefore completed our investigation.

Service improvements

East Sussex County Council (20 010 151)

Category: Adult care services Date: 27-Aug-2021

Summary

Mrs X complained about the care the late Mrs Y received at Hastings Court (the Care Provider), commissioned by the Council. She said it failed to give her medication properly and to prevent her falling. It also left Mrs Y alone, struggling to breathe and failed to call for medical attention. She said this significantly impacted on Mrs Y’s health and wellbeing. We find the Care Provider did not give Mrs Y her medication properly. It did not monitor Mrs Y adequately following a fall and did not keep adequate records. This put Mrs Y at an increased risk of harm. The Council has agreed to apologise, waive 50% of Mrs Y’s charges and review placements at Hastings Court.

Service improvements

East Sussex County Council (20 008 003)

Category: Education Date: 09-Dec-2021

Summary

Miss Y complains about the Council’s decision not to provide taxi transport for her son, Mr Y, to attend college. We find the Council’s decision making was flawed because there is no evidence to show the appeal panel considered all relevant factors in Mr Y’s case. The Council should retake its decision, apologise and pay £200 in recognition of the avoidable time and trouble caused by fault.

Service improvements

East Sussex County Council (19 018 519)

Category: Adult care services Date: 07-Mar-2022

Summary

The complainant, Ms B, said she learnt in 2020 the Council, the Trust and two Clinical Commissioning Groups did not properly consider her daughter’s, Miss G’s, entitlement to free aftercare following her detainment under the Mental Health Act 1983. She also complained about the care and support provided to Miss G by the Council and the Trust. On the evidence available, we found that Miss G was not entitled to free aftercare. However, poor record keeping by the authorities led to confusion and Ms B’s uncertainty about Miss G’s entitlement to free aftercare. It also meant one of the CCG’s did not consider Miss G for healthcare funding when it should have. The Council and the Trust did not work together to complete the actions in Miss G’s discharge plan when she was released from detention and the Council did not complete care and support planning documentation properly. The authorities agreed to our recommendations and will reassess Miss G’s needs and entitlement to healthcare funding. The Council, the Trust and one of the CCG’s will apologise to Ms B and Miss G and make an acknowledgement payment. The Council will remind its officers of the importance of completing care and support planning documentation in line with best practice and statutory guidance.

Service improvements

East Sussex County Council (16 013 883)

Category: Education Date: 10-May-2018

Summary

Mrs X complained the Council-run service her daughter was referred to for non-attendance at school, was unhelpful and caused her distress. She said allegations that her daughter was bullied were ignored.

Service improvements