Service improvements

Leeds City Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 5 of 5 cases with service improvements

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

  • Leeds City Council (22 009 168)

    Category: Adult care services Date: 09-Nov-2022

    Summary

    We will not investigate this complaint about a care provider failing to contact Mrs X when her father was admitted to hospital, where he passed away. The Council has agreed to my recommendations to remedy the injustice caused to Mrs X by the fault, and to work with the Care Provider to improve its admission paperwork.

    Service improvements

    The Council has agreed to work with a local adult social care provider it commissions, to issue staff reminders and make relevant amendments to its admission paperwork and procedures to ensure it obtains, as soon as possible, all relevant information:• about any Lasting Power of Attorney or deputyship. • about other family members or significant relationships; and• if relevant, from the commissioning and/or safeguarding authority about any restrictions on contact with anybody involved in the person’s life.

  • Leeds City Council (22 006 315)

    Category: Adult care services Date: 09-Jan-2023

    Summary

    Mr X complained about the Council’s blanket policy requiring him to apply for deputyship before it would carry out a financial assessment to determine his mother’s contribution to her care costs. The Council was at fault for not explaining why it would not exercise discretion to depart from its usual policy in this case. It was also at fault for a delay in responding to the complaint at stage 2 of its complaints process. The faults caused frustration and additional time and trouble for Mr X. The Council will apologise, pay him £300 and make review its processes.

    Service improvements

    The Council will provide guidance or training for relevant staff about the need to consider whether it should depart from its charging for residential care policy when challenged, keep a clear record of its reasons for not doing so in a particular case, and explain its reasons.The Council will review its complaints process to ensure it responds to complaints within its published timescales where possible, and that relevant staff are prompted to update complainants where target timescales cannot be met.

  • Leeds City Council (22 002 120)

    Category: Adult care services Date: 25-Jan-2023

    Summary

    Mrs X complained about the care her late father received at Harewood Court when he fell and injured himself. Mr Y did not recover fully from his injuries and died soon after. Mrs X says this caused her and the family distress and she feels guilt for placing him there. We found fault in some aspects of Mrs X’s complaint, some of which has already been adequately addressed by a safeguarding enquiry. We recommended the Council apologise to Mrs X, pay her £300 for the distress it caused, and take action to prevent similar faults in future. It has agreed to do this.

    Service improvements

    The Council has agreed to review the safeguarding process to ensure that delays such as in this case are avoided in futureThe Council has agreed to ensure the Care Quality Commission has been alerted to the Care Provider’s failings in this caseThe Council has agreed to confirm that the actions identified by the safeguarding enquiry and monitoring have been completed

  • Leeds City Council (21 017 741)

    Category: Adult care services Date: 19-Sep-2022

    Summary

    Ms B complained that, since October 2021, the Council had not adhered to a communications protocol agreed with her. We found there were several occasions when the Council failed to comply with the protocol causing Ms B distress and inconvenience. In recognition of the injustice caused, the Council has agreed to make a payment to Ms B and issue a reminder to staff to ensure they comply with the protocol.

    Service improvements

    The Council will also issue a reminder to all relevant staff to ensure they comply with the communication protocol.

  • Leeds City Council (21 014 258)

    Category: Adult care services Date: 18-Aug-2022

    Summary

    Mrs X complains about delay by the Council in installing a replacement stairlift. Once the Council became aware of the issues it contacted the contractor to rectify the works. However, there was some delay by the Council caused by poor communication and failing to meet Mrs X’s needs. The Council has agreed to apologise and make a payment to Mrs X and make service improvements to remedy the injustice caused.

    Service improvements

    The Council will also remind staff they must assess any adult with the appearance of care and support needs.

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