Service improvements

Kent County Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 11 - 13 of 13 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 (20 008 943)

    Category: Education Date: 10-Jan-2022

    Summary

    Miss X complained about how the Council prepared and issued Z’s Education, Health and Care plan. The Council delayed in issuing the plan and failed to put alternative provision in place when it was aware Z was out of education. This caused Miss X avoidable frustration and meant Y was without suitable education for seven months. The Council has agreed to apologise, make a payment to Miss X and makes service improvements to prevent the fault occurring again.

    Service improvements

    The Council will remind its staff they are able to seek new assessments if they feel it is necessary to write a child's Education, Health and Care plan.The Council will remind its staff they must send consultations to schools without delay.The Council will remind its staff that when they become aware a chlid may not be receiving a suitable education due to ill health, they should promptly consider if the Council should put alternative provision in place.

  • Kent County Council (20 003 413)

    Category: Education Date: 24-Nov-2021

    Summary

    The Ombudsman has already decided that the Council should have held an annual review of the complainant’s Education, Health and Care Plan in October 2018. This complaint considers the complainant’s concern that, because of this failure, he has lost out on his academic choices and on the required special educational needs provision specified in his Education, Health and Care Plan. We uphold some aspects of the complaint. The Council has agreed the recommended remedy and therefore we are closing the complaint.

    Service improvements

    To avoid future difficulties, the Council will: devise a working protocol about how schools and the Council's medical educational hubs should work together when a pupil is dual registered and who has SEN/medical needs preventing attendance at the mainstream school. Particular attention should be paid to Years 10 and 11 (GCSE years).

  • Kent County Council (19 016 053)

    Category: Education Date: 12-Jan-2022

    Summary

    There was delay by the Council in putting provision in place for B’s Education, Health and Care Plan. The Council has agreed a remedy.

    Service improvements

    The Council should remind officers that where a school is unwilling or unable to implement provision for a child as specified in their education health and care plan, the Council must ensure this is addressed promptly.

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