Service improvements

Knowsley 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 Knowsley Metropolitan Borough Council as a CSV file.

  • Knowsley Metropolitan Borough Council (23 005 717)

    Category: Adult care services Date: 09-Jan-2024

    Summary

    Mrs X complains the Council has failed to deal properly with her financial assessment by failing to take account of all her disability-related expenditure (DRE), leaving her to pay more than she can afford to pay for her care. The Council has not dealt properly with all Mrs X’s requests for DRE, leaving doubt over what she should be paying toward the cost of her care. It needs to reconsider some of her requests and take action to ensure it improves the way it deals with DRE in future.

    Service improvements

    The Council has agreed to identify the actions it is going to take to ensure it improves the way it deals with DRE in future.

  • Knowsley Metropolitan Borough Council (22 017 318)

    Category: Adult care services Date: 01-Oct-2023

    Summary

    Mr X complained the Council did not properly consider his application for additional disability related expenditure in deciding his contribution to his care costs. He also complained the Council did not make reasonable adjustments for him during the assessment process. The Council was not at fault for refusing Mr X’s application. However, it was at fault for not clearly explaining its reasons. The Council has already apologised for this and provided its reasons in its complaint response to Mr X which was an appropriate remedy. It will now remind staff of the need to provide adequate explanations in decision letters.

    Service improvements

    The Council will remind staff to clearly explain in its decision letters its reasons for refusing disability related expenditure requests.

  • Knowsley Metropolitan Borough Council (22 011 836)

    Category: Adult care services Date: 06-Jun-2023

    Summary

    Mrs X complains the care home that the Council commissioned, failed to properly care for her mother. She complained her mother missed appointments and the care provider sent her to an appointment without support. She also complains elements of her personal care were not properly carried out. We found there was fault in the way the care home managed her mother’s medical appointments. We also found the Council delayed making safeguarding enquiries. We found the Council properly considered the safeguarding alerts and decided properly that it should take no further action. We recommended an apology and that the Council reviews its processes.

    Service improvements

    The Council agreed to communicate to all staff who respond to complaints about commissioned care homes that they should obtain information from the care home in order to provide a full response to a complaint.The Council agreed to review what it requires of its commissioned care providers about accompanying care home residents to medical appointments and liaising with families about appointments. This is to ensure its requirements are clear. The Council should review how it monitors this issue for the Care Providers that it commissions to provide residential and nursing care.

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