Service improvements

Kingston upon Hull City 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 1 - 2 of 2 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 (21 006 484)

    Category: Education Date: 17-Mar-2022

    Summary

    Ms X complained the Council carried out an annual review of her son, Mr Z’s, Education, Health and Care (EHC) Plan and wrongly stopped his transport provision to college. The Council was at fault when it failed to take account of its duties in relation to post-19 educational travel. As a result, it failed to properly assess whether it was necessary to provide transport for Mr Z to attend college. It has agreed to apologise to Ms X and Mr Z, reassess Mr Z’s needs and pay them £300 each to acknowledge the impact these faults caused them. The Council has also agreed to make service improvements.

    Service improvements

    The Council agreed to provide training to the relevant officers on the Council’s duties towards post-19 learners with special educational needs or disabilities. This should ensure that: when relevant young adults start a new educational course post-19 years of age, any decisions about whether transport support is necessary to access that education are made, where possible, before the start of the course; there are clear procedures detailing the roles and responsibilities of the Special Educational Needs and Disability Team and Adult Social Care in relation to post-19 learners; and both departments understand how and when to escalate cases which involve disputes about areas of responsibility.

  • Kingston upon Hull City Council (20 012 673)

    Category: Education Date: 26-Nov-2021

    Summary

    Mrs L complains about the actions of Kingston upon Hull City Council and NHS Hull Clinical Commissioning Group in relation to provision for her disabled sons M and N, during the COVID-19 pandemic. We find no fault in these actions. There was poor communication and fault in complaint handling which caused Mrs L time and trouble. The Council has agreed to make a payment to her to remedy this. The Council and CCG have agreed to review their complaint handling procedures.

    Service improvements

    the Council and CCG have agreed to develop a protocol for handling complaints about joint-commissioned services between social care and health.

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