Kent County Council (21 006 721)

Category: Adult care services Date: 01-Mar-2022

Summary

Mrs B says the care home commissioned by the Council neglected and abused her mother and, in investigating those concerns, the Council failed to properly consider the evidence. The Council failed to consider all parts of the referral but there is no fault affecting its decision that there was insufficient evidence of neglect in this case. A reminder to officers is satisfactory remedy.

Service improvements

Kent County Council (21 005 950)

Category: Adult care services Date: 27-Jan-2022

Summary

Ms C complains the Council failed to calculate charges properly and inappropriately pursued for arrears. As well as making some procedural changes the Council has agreed to apologise to Ms C and pay her £250 for how it dealt with backdating charges. The Council is also at fault for failing to properly consider payments made by Ms C towards housing and council tax in financial assessments for care at home. It has agreed to reconsider Ms D’s current financial assessment and review procedures.

Service improvements

Kent County Council (21 005 008)

Category: Adult care services Date: 14-Jan-2022

Summary

Mr C complained the Council failed to consider all his medical information before refusing his Blue Badge application. We find fault with the way the Council considered Mr C’s application and the decision letter it issued. The Council has agreed to our recommendations to address Mr C’s injustice.

Service improvements

Kent County Council (21 001 220)

Category: Adult care services Date: 15-Dec-2021

Summary

Mrs X complained the Council reduced the support provided to her son, Mr Y, on his care plan without involving him in 2019. There was fault in how the Council reduced Mr Y’s care and support without notice and delays in arranging his direct payments in late 2020. It agreed to apologise to Mr Y and Mrs X, and pay them both financial remedies. It also agreed to review the training it provides to social workers about direct payments.

Service improvements

Kent County Council (21 001 093)

Category: Adult care services Date: 28-Sep-2021

Summary

There was fault in Mrs Z’s care in a care home. Staff did not act in line with COVID-19 guidance and record keeping and communication was not in line with accepted standards. The Council will apologise and take action described in this statement.

Service improvements

Kent County Council (20 012 990)

Category: Adult care services Date: 10-Oct-2021

Summary

Mr & Mrs X complain the Council has failed to meet their son’s needs during the COVID-19 pandemic, leaving them to meet almost all his needs and their son paying for care he has not received. They also complain the Council failed to respond to their correspondence, putting them to significant time and trouble pursuing their concerns. The Council accepts it failed to respond to correspondence, wrongly advised them to continue paying for day services which were not supporting Mr Y, and failed to explain the reasons for its decisions. This caused avoidable distress and put them to considerable time and trouble in pursuing their concerns. The Council also failed to review Mr Y’s needs, leaving doubt over whether there was more it could have done to meet them. The Council needs to review Mr Y’s needs, apologise to the family and pay financial redress.

Service improvements

Kent County Council (20 011 177)

Category: Adult care services Date: 31-Aug-2021

Summary

There was no fault in the way the Council conducted the financial assessment or arranged a care package, although there was poor communication about the process. However, the care visits by the Council’s commissioned care provider did not meet Mrs X’s needs. The Council agrees to waive the charges as the records show care was not regularly given. The Council acknowledges it could have offered a copy of the care and support plan before the financial assessment was completed and has reminded staff to do so from now on.

Service improvements

Kent County Council (20 008 289)

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

Summary

Mrs X complained about the way the Council provided information about Mr Y’s care costs, and delays in the financial assessment. This meant Mrs X did not understand Mr Y would be charged for his respite stay and she was caused significant stress by an unexpected bill. We find the Council was at fault in the way it communicated with Mrs X, and in its failure to advise them of the cost of the care Mr Y received. We recommend the Council waive 50% of the cost of Mr Y’s respite stay and ensure it communicates properly in future. It should also take action to ensure it completes financial assessments before arranging care services where possible.

Service improvements

Kent County Council (20 006 985)

Category: Adult care services Date: 21-Jun-2021

Summary

the complainant, Mr X, complained the Council failed to properly assess his mental health needs within the time set by the Council’s guidance or properly consider his complaint. The Council accepted some fault and apologised. We found the Council at fault and recommended an apology, payment of £200 and sharing the decision with staff to improve services.

Service improvements