Service improvements

Kirklees Metropolitan Borough 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 - 3 of 3 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Kirklees Metropolitan Borough Council as a CSV file.

  • Kirklees Metropolitan Borough Council (23 009 454)

    Category: Adult care services Date: 26-Mar-2024

    Summary

    Ms C complains the Council placed her mother in law, Mrs D in a care home rated “inadequate” by the Care Quality Commission where she went onto receive poor care. The Council is not at fault for the lack of choice in the care home; however the care home failed to properly assess Mrs D and its records are incomplete. To remedy the complaint the Council has agreed to apologise to Mrs D and Ms C and make symbolic payments to acknowledge the uncertainty caused by these failures. Through its commissioning role it will also review the care home’s record keeping, falls policy and how staff are trained to support people with communication needs.

    Service improvements

    Through the Council’s commissioning team it should ensure the Care Provider’s staff are reminded either through team meetings or a staff circular, and if necessary, provide staff training about:a) the importance of recording clear contemporaneous records;b) completing body maps, assessments, and support plans when people enter the service;c) the importance of providing person centred care when people have communication difficulties.Through the Council’s commissioning team it will ensure the Care Provider’s falls policy has sufficient detail and staff are trained about what a physical examination should entail after a person has a fall.Through the Council’s commissioning team it will ensure the Care Provider has a communication policy and that staff are trained on this policy.

  • Kirklees Metropolitan Borough Council (23 002 450)

    Category: Adult care services Date: 31-Jan-2024

    Summary

    Ms X complains about poor care provided to her father, Mr Y, whilst at a Council commissioned care home. We have found fault by the Council causing an injustice to Ms X. The Council has already produced an action plan to address the faults identified in this statement. The Council has agreed to apologise and make a symbolic payment for the distress caused to Ms X.

    Service improvements

    The Council will send the Ombudsman evidence of its progress with the action plan.

  • Kirklees Metropolitan Borough Council (22 013 470)

    Category: Adult care services Date: 10-May-2023

    Summary

    Mrs X complained that the Council has failed to provide her mother with additional care hours during the week and failed to provide a sit in service at the weekend. We find the Council was at fault for failing to complete a carer’s assessment. This caused significant stress to Mrs X. We make several recommendations to address this injustice caused by fault.

    Service improvements

    Issue reminders to relevant staff to ensure they are aware of: The statutory guidance which says where somebody provides or intends to provide care for another adult and it appears the carer may have any needs for support, the council must carry out a carer’s assessment. A carer’s assessment must seek to find out not only the carer’s needs for support, but also the sustainability of the caring role itself. This includes the practical and emotional support the carer provides to the adult.

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