Service improvements

Essex 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 11 - 16 of 16 cases with service improvements

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

  • Essex County Council (20 012 291)

    Category: Children's care services Date: 10-Mar-2022

    Summary

    Miss X complains about the Council’s actions in relation to her son’s special educational needs. She complains the Council failed to secure the provisions set out in his education, health, and care plan between 2018 and 2020. She also complains the Council failed to safeguard her son when she raised concerns about his school. We find fault with the Council for failing to secure all of Miss X’s son’s special educational provisions. We do not find fault with the Council’s actions in relation to safeguarding.

    Service improvements

    The Council will remind relevant staff of the Council’s duty to secure a child’s special educational provision as set out in their EHC plan. In practice, when provisions are being delivered by a school, the Council must check and satisfy itself the school has either arranged the provision, or it is delivering the provision.

  • Essex County Council (20 007 476)

    Category: Education Date: 27-Oct-2021

    Summary

    We found fault with the Council’s handling of Mrs X’s daughter’s home to school transport. The Council failed to ensure the taxi operator it commissioned was complying with guidance related to COVID-19. The Council agreed to apologise to Mrs X and her daughter and pay a mileage allowance for the days Mrs X drove her to school.

    Service improvements

    The Council will remind officers parents have the right of appeal to challenge decisions about the transport arrangements offered to their child, including any decision not to offer a mileage allowance, and that parents must be informed about their appeal rights.The Council will remind transport operators about the importance of discussing any changes to transport arrangements with parents in advance.

  • Essex County Council (20 006 606)

    Category: Adult care services Date: 06-Oct-2021

    Summary

    Mr X and Mrs Z complained about the end of life care Mrs Y received in Alexandra House nursing home. They said this caused her to be thirsty, and in unnecessary pain. It also caused her distress, and the family depression and lack of sleep. We found the Care Provider was at fault. The Council has agreed to arrange an apology from the Care Provider and pay the family £400. Also, to provide us with evidence that the Care Provider has made the changes.

    Service improvements

    The Council has agreed to provide evidence of checks on the recommendations made by the safeguarding enquiry and quality monitoring exercise.

  • Essex County Council (20 000 445)

    Category: Adult care services Date: 23-Jul-2021

    Summary

    We found fault with the way a Council and NHS Trust handled the discharge planning process for Mr Y after his admission to hospital in April 2019. The Council and Trust agreed to apologise to Mr Y’s daughter and pay a financial sum in recognition of the distress this caused her. They will also review relevant policies and procedures to prevent similar problems occurring in future. We found no fault by another NHS Trust that cared for Mr Y during later hospital admissions in July 2019 and April 2020. Similarly, we found no fault by a GP Practice that provided care to Mr Y in the community.

    Service improvements

    The Council will review all relevant discharge planning policies and procedures to ensure they reflect the key practises and principles set out in the 'Ready to go?' and other relevant guidance. This should ensure that: - Patients and carers are involved in the discharge planning process to enable them to make informed decisions about their care; - Staff maintain clear and accurate records, including keeping notes of any discussions with patients and their carers; and - Staff robustly assess a patient's health and social care needs as part of the discharge planning process and develop a clear care plan setting out how these needs will be met in the community. The Council will write to the Ombudsmen to explain the outcome of its review and any work it will be undertaking to improve practises and procedures in this area. The Council will also explain how it will ensure relevant staff are familiar with these practises and procedures.

  • Essex County Council (20 000 086)

    Category: Education Date: 30-Jul-2021

    Summary

    Mr B complained the Council failed to hold an annual review for his son for more than two years, failed to implement the provision in his son’s education, health and care plan, failed to provide his son with education while he was out of school, refused to allow his representative to attend an annual review meeting, issued several versions of the education, health and care plan which were inconsistent with what had been discussed, delayed issuing a final plan and failed to take action on safeguarding concerns. There is no fault in how the Council handled the safeguarding concerns or in relation to the representative attending an annual review meeting. The Council delayed holding an annual review for the education, health and care plan, failed to ensure all the provision in the plan was implemented and delayed issuing the final plan. An apology, payment to Mr B to reflect his time and trouble and the education his son missed and review of the procedure for handling annual reviews for education, health and care plans is satisfactory remedy.

    Service improvements

    The Council will provide evidence it has reviewed its process for managing annual reviews of education, health and care plans to ensure those reviews are not missed in future.

  • Essex County Council (19 018 751)

    Category: Adult care services Date: 08-Sep-2021

    Summary

    Miss X complains about the service provided to the late Mr Y by care workers arranged by the Health Service. Also, the way it handled her safeguarding concerns about this. Miss X and Mr Y were distressed, and Mr Y sustained an injury which caused significant pain. The Ombudsman finds fault by the Council. It has agreed to apologise, pay Miss X £350, and take action to prevent similar faults in future.

    Service improvements

    The Council will remind officers that all safeguarding concerns and complaints should be dealt with within a suitable timescale using the correct process.The Council will ensure that all safeguard enquiries are quality assured by team managers before they are closed.

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