Service improvements

Kent County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 21 - 24 of 24 cases with service improvements

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

  • Kent County Council (21 009 229)

    Category: Education Date: 12-Apr-2022

    Summary

    Mrs D complained the Council delayed dealing with Mr F’s Education, Health and Care plan after the annual review. She also complained the Council delayed responding to the complaint. We find the Council was at fault for its delays in finalising Mr F’s Education, Health and Care plan. It also delayed responding to the complaint. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they adhere to the timescales set out in the complaints procedure.The Council will issue written reminders to relevant staff to ensure they adhere to the timescales set out in legislation after the annual review of an EHC plan.

  • Kent County Council (21 008 621)

    Category: Education Date: 12-Apr-2022

    Summary

    Mrs B complained about delays in the education, health and care plan process for her child, C. She also complained the Council failed to provide C with the provision in the plan and suitable education when they were not attending school. We found fault with the Council. The Council agreed actions to remedy the injustice to Mrs B and C.

    Service improvements

    • Remind officers of the council’s duties under S19 of the Education Act 1996 to provide alternative provision for children who cannot attend school due to illness, exclusion or other reasons.• Remind officers of the timescales and duties to notify parents of decisions to reassess and decisions following reviews- maintain, amend or cease.• Remind relevant staff of the importance of attempting to resolve complaints at the earliest opportunity. This case should be used an example.

  • Kent County Council (21 004 350)

    Category: Education Date: 28-Jun-2022

    Summary

    Miss X complained the Council failed to secure a school place for her son, Child Y, as required by his Education, Health and Care Plan. She also complained the Council failed to provide suitable education for him when he was not attending school for over a year. This meant Child Y missed out on educational provision and support as required by his Plan. We found the Council to be at fault. To remedy the personal injustice to Miss X and Child Y, the Council has agreed to apologise and make a payment to them. It has also agreed to make improvements to its service.

    Service improvements

    At a senior level, the Council will undertake a detailed review of this case. The review exercise will focus on why Child Y was not provided with suitable alternative education when it became clear a school place could not easily be found. It should also look at why any potential barriers to doing so were not addressed at an early stage. Moreover, the Council will review why a referral was not made to the relevant departments. The purpose of the review is to adopt measures to inform service improvements for each area of fault identified in this statement. The Council will provide evidence of the review and adopted measures to the Ombudsman.Review how the Council ensures remedies agreed in response to complaints are carried out.

  • Kent County Council (20 007 857)

    Category: Adult care services Date: 18-May-2022

    Summary

    Ms C complains the Council has wrongly pursued her for arrears in home support charges and withdrawn her support. The Council is at fault for failing to communicate and assess charges properly and the way in which it reassessed Ms C’s care needs. The Council has agreed to apologise to Ms C, complete a reassessment of her care needs including a support plan, and update invoices. It has also agreed to provide staff reminders, and if necessary training, about the completion of support plans.

    Service improvements

    remind staff about the importance of completing reviews and support plans in line with CSSG.

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