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 1 - 10 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 (23 011 351)

    Category: Education Date: 05-Feb-2024

    Summary

    Mrs X complained Y had not received the physiotherapy support set out in his Education, Health and Care plan since March 2023. This risks Y’s physical deterioration. The Council was at fault. It should apologise, make a payment to remedy the injustice caused and take action to address the situation.

    Service improvements

    The Council is carrying out a commissioning review to address failures to put in place physiotherapy and other therapies it set out in the Education Health and Care plans for children and young people in its area.

  • Kent County Council (23 009 926)

    Category: Education Date: 17-Feb-2024

    Summary

    Ms X complains the Council did not deal with her son Y’s Special Educational Needs properly. The Council failed to deliver special educational needs (SEN) provision in Y’s EHC Plan, did not complete annual reviews of Y’s EHC Plan properly and did not respond to Ms X’s complaints in line with its corporate complaints policy. Ms X and Y suffered a loss of SEN provision and did not receive annual reviews properly. The Council should apologise, pay Ms X £1900 for missed SEN provision, show how Y’s EHC Plan is being met, show how annual review requirements will be met and deliver staff training.

    Service improvements

    Produce an action plan to demonstrate how the council will meet statutory timescales for annual reviews.Provide staff training to ensure they understand the legal framework and obligations in relation to the faults found.

  • Kent County Council (23 008 311)

    Category: Education Date: 13-Feb-2024

    Summary

    Mr D complained the Council has failed to provide his son, E, with a suitable education after his school placement broke down. We find the Council was at fault for how it handled Mr D’s son’s education after the placement broke down. 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 are aware children who receive alternative provision should have access to a broad and balanced curriculum where appropriate. The provision must also be of a standard a child would receive in school.

  • Kent County Council (23 006 845)

    Category: Education Date: 26-Feb-2024

    Summary

    There was fault by the Council causing injustice to Miss B and her family. The Council took too long to issue a final Education Health and Care (EHC) Plan following a review of this. It took too long to deal with Miss B’s complaints and to consider her request for a personal budget for her daughter’s education. The Council also did not do enough to make sure it was providing the education set out in her daughter’s EHC Plan. The Council has agreed to take action to remedy the injustice to Miss B and her child.

    Service improvements

    Share this decision with relevant staff, along with the Ombudsman’s focus report ‘Parent Power: learning from complaints about personal budgets’ (November 2023).Remind staff to be alert to requests for personal budgets and direct payments so that the Council can properly consider these.

  • Kent County Council (23 006 222)

    Category: Education Date: 20-Dec-2023

    Summary

    The Council took too long to issue a final Education Health and Care plan. It did not ensure that Miss B’s son could access the educational provision set out in the plan. The Council did not properly consider her request that the funding be made available to him to better deliver the plan while he could not attend school. The Council took too long to deal with Miss B’s complaint and did not properly address the issues she raised. The Council’s shortcomings meant that Miss B’s son missed out on education and caused her distress, frustration and uncertainty. The Council offered a means to remedy the impact on the family and it has agreed to my additional recommendations.

    Service improvements

    Share this decision with relevant staff, along with the Ombudsman’s focus report ‘Parent Power: learning from complaints about personal budgets’ (November 2023).Remind staff to be alert to requests for personal budgets and direct payments so that the Council can properly consider these.

  • Kent County Council (23 006 015)

    Category: Adult care services Date: 23-Feb-2024

    Summary

    Ms C complains the Council took unnecessary safeguarding action, did not follow her advice, and placed her son, Mr D at risk. The Council is not at fault for carrying out safeguarding, there are faults however in the process it followed and in its communication with Ms C. To remedy the complaint the Council has agreed to apologise to Ms C, make a symbolic payment, and remind staff about the policies they need to follow when completing safeguarding.

    Service improvements

    The Council will:a) remind and if appropriate provide training to staff members about1. the importance of including vulnerable people within the safeguarding process;2. assessing mental capacity in line with the safeguarding policy;3. providing an advocate in line with the safeguarding policy.b) review how safeguarding concerns were acted on in this complaint in particular the initial delay after the November 2022 concern;c) remind staff and the Care Provider about the importance of completing risk assessments when issues are raised.

  • Kent County Council (23 005 403)

    Category: Adult care services Date: 05-Dec-2023

    Summary

    Mr C complained that the Council failed to properly communicate with him about funding for his aunt’s (Mrs D’s) care home fees. This caused him distress and uncertainty about whether she would have to move and how much it would cost. We found the Council delayed in reaching a clear decision on Mrs D’s case and failed to communicate adequately with Mr C. The Council has agreed to apologise to Mr C, pay him £300 and improve its procedures for the future.

    Service improvements

    The Council has agreed to review its assessment and funding procedures to ensure there are clear timescales for funding decisions to be made and communicated to service-users and their families.

  • Kent County Council (23 005 353)

    Category: Children's care services Date: 02-Feb-2024

    Summary

    The couple complained about matters relating to the Council’s child protection involvement with their family. They said the Council provided incorrect and conflicting information throughout its involvement and failed to respond to them. We find the Council was at fault. This caused the couple significant distress. The Council has agreed to make several recommendations to address the injustice caused by fault.

    Service improvements

    The Council will by training or other means, ensure the relevant officers are aware that all issues raised in a complaint are appropriately addressed and remind relevant officers of the importance of providing clear communication and responding in a timely manner.

  • Kent County Council (23 003 403)

    Category: Education Date: 19-Sep-2023

    Summary

    Mr X complained about the Council’s Independent Appeal Panel’s decision to refuse his child, Y’s, appeal for a place at a grammar school. The Council was at fault. The Clerk’s notes did not explain how the Panel reached its decision. This caused Mr X uncertainty about its decision. The Council has agreed to arrange a fresh appeal with Mr X. It will also remind staff of the importance of keeping an accurate record of appeal hearings.

    Service improvements

    The Council will remind all clerking staff of the importance of accurately recording how the panels have reached their decisions.

  • Kent County Council (23 003 106)

    Category: Education Date: 14-Aug-2023

    Summary

    Mr D complained about the appeal panel’s decision not to admit his son to his preferred secondary school. We find some fault in how the panel considered Mr D’s appeal. As a result, Mr D cannot be satisfied the appeal process was carried out fairly. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will remind clerks of the need to record robust and clear reasons for the panel’s decision at both stages of the school admission appeals process.

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