Case Ref: 19 008 757 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to contact the Care Provider, Sesnha Care, to advise that where the Council has commissioned a care package, the Care Provider should alert the Council to any problems with a care package.

Case Ref: 19 008 746 Category: Adult care services Sub Category: Direct payments

• The Council has agreed to arrange training for staff around the Council’s approach to meeting needs to ensure staff approach this consistently.

Case Ref: 19 008 511 Category: Adult care services Sub Category: Assessment and care plan

• Review procedure to ensure access to information requests are not impeded by escalation of a complaint to the Ombudsman.

Case Ref: 19 008 038 Category: Adult care services Sub Category: Residential care

• The Council will ensure the Care Home takes steps to improve its record keeping.

Case Ref: 19 007 881 Category: Education Sub Category: School transport

• The Council has agreed to officer training to ensure that there is a clear understanding among officers of its school transport policy in relation to the nearest available school. .

Case Ref: 19 005 954 Category: Adult care services Sub Category: Assessment and care plan

• Within three months of my final decision statement, the Council will review its service delivery model to ensure organisations providing services on its behalf provide care that is in keeping with the requirements of the Care Act 2014 and the supporting guidance. This review will: - Ensure there is a robust procedure in place for carryingout Care Act assessments, particularly for service users with complex healthand social care needs. - Ensure there is a clear process in place for sharingrelevant care charging information with service users and their carers andfamilies. - Ensure there is a clear process in place forrequesting and arranging timely financial assessments for service users witheligible needs. - Ensure there is a robust escalation process inplace to consider cases where there is disagreement between the organisationsinvolved as to which agency should provide services. This should allow forprompt resolution of disputes. This process should also identify whether an organisationproviding services on the Council’s behalf requires additional support. - Ensure staff providing services on the Council’sbehalf are appropriately trained in the requirements of the Care Act 2014 and theaccompanying statutory guidance.

Case Ref: 19 004 000 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed that it will share the lessons learned, with regards to how the Council coordinated its response to his complaint about homecare and the corresponding invoices, with its adult social care department, its finance department and its complaint department.
• The Council has agreed to review the requirements it puts to its homecare providers, as part of its contracts with them, about record keeping, to ensure that all of those providers: record the time when a carer arrives and leaves, as well as the reason if any visit does not take place.

Case Ref: 19 001 891 Category: Children's care services Sub Category: Other

• The Council committed to ensuring in future complaints investigations it will ensure all records are available to the investigating officer and it will trace former officers where necessary for interview or invite them to present a written statement.

Case Ref: 18 014 284 Category: Adult care services Sub Category: Charging

• The Council will review its procedures to ensure it considers and responds to complaints about adult social care in line with its complaints policy.

Case Ref: 19 007 916 Category: Other Categories Sub Category: Other

• The Council should review the information provided to patients and their families by its commissioned drug and alcohol treatment services about the differing roles and responsibilities in the context of a patient clinically diagnosed as having a serious mental health illness to ensure this is provided at the outset and is clear and comprehensive.
• The Council should review the information and training provided to relevant workers in its commissioned services to ensure the correct referral process is understood and advised to patients and their families.