Service improvements

Kent County Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 31 - 37 of 37 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 (22 009 904)

    Category: Education Date: 27-Jul-2023

    Summary

    Miss X complained about the Council’s failure to support her son’s (Y) education and special educational needs. We have found the Council to be at fault. There was significant delay in issuing an Education, Health and Care Plan, some poor communication and complaint handling. It also failed to provide equipment and software specified in the Plan. To remedy the injustice caused by these faults, the Council agreed to apologise, make payments to Miss X, increase the personal budget and take action to improve its service. We were unable to investigate parts of Miss X’s complaint because they related to matters that were appealable to a Tribunal.

    Service improvements

    To address the procedural faults identified the Council will tell us what specific action it will take to improve SEN services to parents and children.

  • Kent County Council (22 009 049)

    Category: Education Date: 02-May-2023

    Summary

    Mrs C says the Council failed to put in place speech and language therapy provision following a tribunal. The Council put in place speech and language therapy between October and December 2022 but has not put in place any provision since then, which is fault. An apology, payment to Mrs C and action to put in place speech and language therapy promptly is satisfactory remedy.

    Service improvements

    The Council will confirm with the NHS whether it is able to put in place speech and language therapy for Mrs C’s son within the next term. If it cannot the Council should prioritise seeking an alternative provider for speech and language therapy.

  • Kent County Council (22 008 898)

    Category: Education Date: 29-May-2023

    Summary

    Ms X complained about how the Council has managed her son’s education provision. She said the Council has: unfairly removed his placement, issued a proposal to cease his Education, Health and Care plan without her consent and delayed responding to her complaint. We find fault by the Council. To address the injustice cause by these faults the Council has agreed to apologise, make symbolic payments and agreed to service improvements.

    Service improvements

    Issue written reminders to relevant staff to ensure they are aware of guidance which states:Where a Council is considering ceasing to maintain a child or young person's EHC plan it must inform the child or young person’s parent that it is considering this.Councils must notify the child’s parent of its decision to maintain, amend or discontinue an EHC plan within four weeks of a review meeting.

  • Kent County Council (22 008 017)

    Category: Education Date: 02-Apr-2023

    Summary

    There was a delay in issuing Y’s Education Health and Care plan which was fault causing a loss of about four months of education provision. There was also a delay in responding to her mother Ms X’s complaint. The Council will apologise, make payments and take action set out in this statement.

    Service improvements

    The Council will provide the Ombudsman with a copy of the latest quarterly report monitoring improvements to its Educational Psychology service.

  • Kent County Council (22 001 399)

    Category: Children's care services Date: 30-Jul-2023

    Summary

    Mrs X complained the Council did not offer appropriate financial assistance whilst she was caring for her great-granddaughter for 17 months. We have found fault because the Council failed to properly explain the effect of the arrangement in place at the outset. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Mrs X and make changes to its procedures.

    Service improvements

    The Council will remind officers responsible for making case notes that these should be finalised as soon as reasonably possible after the event. This will help to avoid any confusion and minimise the potential for errors.This Council will consider providing those caring for children under private family arrangements with an information leaflet. This will help to explain how the arrangement works and the implications it may have for the care givers.

  • Kent County Council (22 000 213)

    Category: Education Date: 09-Jul-2023

    Summary

    Mrs X complained the Council delayed issuing her child, F’s amended Education, Health and Care (EHC) plan following an annual review in December 2021 and failed to ensure F had a suitable education in the interim. The Council was it fault. It took a year to issue F with an amended EHC plan after F was unable to attend the placement named on the plan. It further failed to ensure F received education and provision in line with the plan during that period. The Council agreed to make payments to Mrs X to recognise F’s loss of education and the distress, uncertainty and time and trouble caused. It also agreed to make service improvements.

    Service improvements

    The Council has agreed to produce an action plan to demonstrate what action it intends to take to ensure it meets statutory timescales in deciding what action to take following annual reviews of Education, Health and Care Plans going forward.The Council has agreed to review its procedures around due diligence to ensure it has measures in place to check whether children or young people it knows are unable to attend their named placement on the Education Health and Care plan are receiving an education and the provision in line with section F of the plan.

  • Kent County Council (21 017 455)

    Category: Adult care services Date: 25-Apr-2023

    Summary

    We found fault by the Council and Trust with regards to the care and treatment they provided to Mr Y when he was resident in a local care home. The Council and Trust will apologise to Mr Y’s daughter, Miss X, and pay her a financial sum in recognition of the distress caused to her by this fault. They will also take appropriate action to prevent similar problems occurring in future.

    Service improvements

    Within three months of our final decision, the Council will explain what action it will take to ensure the care home has an effective communication policy and procedure in place. This should include clear guidance for staff on the importance of effective communication with residents and their families, particularly when a resident is near the end of their life.Within three months of our final decision, the Council will explain what action it will take to ensure the care home has robust nutritional and hydration procedures in place. These should emphasise the importance of regular nutritional reviews and the need to seek appropriate specialist input in the event that a resident's nutritional needs change.

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