Service improvements

Kingston upon Hull City 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 - 4 of 4 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Kingston upon Hull City Council as a CSV file.

  • Kingston upon Hull City Council (23 005 100)

    Category: Children's care services Date: 15-Mar-2024

    Summary

    Mrs B says the Council wrongly refused to award direct payments for her eldest son for respite and delayed reaching the decision. There was delay reaching the decision and although the Council’s panel awarded direct payments for Mrs B’s eldest son it told her it had not. An apology, payment to Mrs B, putting in place the additional respite for Mrs B’s eldest son and procedural changes are satisfactory remedy.

    Service improvements

    The Council will remind officers of the need to ensure child and family assessments and referrals to the panel are made promptly and that parents are kept up-to-date with what is happening.

  • Kingston upon Hull City Council (23 003 155)

    Category: Education Date: 24-Aug-2023

    Summary

    Mrs X complained the Council did not provide any education or provision set out in the Education, Health and Care Plan (EHCP) for her son, Y, since the family moved to the area. Mrs X says Y missed out on education and provision and this affected the mental health of her and her family. There was fault by the Council. The Council did not ensure Y received any education or provision specified in his plan for one academic term and the Council did not complete the complaint process fully. Y did not receive any education or provision specified in his plan for one academic term. Mrs X was put to time and trouble to complain and was distressed by the process. The Council should apologise, make a financial payment and remind staff of the importance of good complaint handling.

    Service improvements

    Remind relevant staff of the importance of effective complaint handling.

  • Kingston upon Hull City Council (22 017 528)

    Category: Education Date: 17-Aug-2023

    Summary

    Mrs X complained the Council has not provided any education or provision set out in the Education, Health and Care Plan (EHCP) for her son, Y, since the family moved to the area. Mrs X says Y has missed out on education and provision and this has affected the mental health of her and her family. There was fault in the way the Council did not provide any education or provision from the plan. Y did not receive any education or EHCP provision for two academic terms and Mrs X suffered distress dealing with this matter. The Council should apologise, make a financial payment and remind staff of the Council’s responsibilities.

    Service improvements

    Issue guidance to relevant staff to ensure they are aware of the Council’s duties detailed in the Education Act 1996 to ensure all children receive a suitable education if they are unable to attend school.

  • Kingston upon Hull City Council (22 009 652)

    Category: Adult care services Date: 13-Jul-2023

    Summary

    We found fault with the Council in the quality of care provided by Moorview Care Limited (the Care Provider) to Mrs X’s late brother Mr Y. The Council’s fault caused Mrs X injustice. We recommend the Council apologise, make a symbolic payment for Mrs X’s distress and robustly monitor the Care Provider’s improvements.

    Service improvements

    The Council will draw up an action plan for the Care Provider to address the concerns identified in this decision. This should include robust record keeping, following care plans and conducting mental capacity assessments when necessary, appropriate staff training and keeping service users’ premises in the right order.The Council will provide us with a summary of improvements made by the Care Provider following actions undertaken by the Council's Quality Improvement Team.

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