Service improvements

London Borough of Bromley

Showing service improvements between 1 April 2021 and 31 March 2027

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 11 - 16 of 16 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Bromley as a CSV file.

  • London Borough of Bromley (22 001 040)

    Category: Adult care services Date: 05-Apr-2023

    Summary

    Mrs D complained on behalf of her mother, Mrs X, about faults in hospital discharge, residential care, community therapy services, equipment provision and complaint handling. The complaint is about the actions of London Borough of Bromley (the Council), Kings College Hospital NHS Foundation Trust (KCH Trust), Oxleas NHS Foundation Trust (Oxleas Trust); Bromley Healthcare CIC Ltd (Bromley Healthcare); and Sundridge Court Nursing Home. We upheld the complaints about the Council and Sundridge Court that relate to hospital discharge, residential care and complaint handling. The Council and Sundridge Court accepted our recommendations, so we have completed our investigation.

    Service improvements

    The Council will discuss with relevant staff the process for dealing with adult social complaints that may involve elements of health care and related guidance. It will provide the Ombudsman with documentary evidence of the discussion.

  • London Borough of Bromley (22 004 474)

    Category: Adult care services Date: 28-Feb-2023

    Summary

    Ms X complains about how the Council assessed her and her home for suitable adaptations. Ms X says the Council reduced the amount it said it would pay towards adaptations, proposed unsuitable adaptations, and delayed in its decision-making. We have found the Council at fault for delays in its decision-making and in its communication with Ms X. We have not found fault in how the Council made its decisions or that it reduced available funding. We have made recommendations to remedy the injustice to Ms X.

    Service improvements

    The Council agreed to remind officers of the importance in adhering to timescales for complex cases, as set out in the Disabled Facilities Grants guidance.

  • London Borough of Bromley (22 000 404)

    Category: Adult care services Date: 13-Dec-2022

    Summary

    Mrs X complained about a delay in the service, commissioned for Mr Y by the Council, seeking medical advice following a sudden change in his mobility. She also complained about the response to her complaint about this. She says Mr Y was not the same person after these events and it caused the family “emotional damage”. We find the Care Provider did delay seeking medical advice and the Council’s safeguarding enquiry could have been better. We recommended the Council apologise, pay Mrs X £500 and reimburse Mr Y’s contribution to his care for a short period. It should also make sure safeguarding enquiries do not just accept a Care Provider’s findings without question. The Council has agreed to do this.

    Service improvements

    The Council has agreed to ensure that safeguarding enquiries do not just assume the position as determined by the Care Provider, but properly question events and seek other information to support this where possible.

  • London Borough of Bromley (21 006 747)

    Category: Adult care services Date: 11-Mar-2022

    Summary

    Mrs X complained about how the Council carried out a financial assessment for her mother, Mrs Y. There was fault with how the Council and its provider gave Mrs X appropriate information and advice about care charging and in how it treated Mrs Y as a temporary care home resident when she was not. The Council agreed to apologise to Mrs X for the avoidable frustration and uncertainty this caused her and pay a financial remedy. It also agreed to review its procedures.

    Service improvements

    The Council agreed to review the approach it, and the external company it uses, takes to Care Act financial assessments. It will ensure it applies the correct rules and gives people information about care charging at the earliest opportunity, even if it is funding care one a 'non-prejudicial basis'.The Council agreed to review its process for recording to whom care charging invoices and letters should be sent, to ensure it sends these to the correct person, taking into account their wishes.The Council agreed to review its systems for adult social care mail (including invoices and reminders) on hold. It will ensure that where it agrees to suspend sending mail, it puts appropriate holds in place.

  • London Borough of Bromley (21 000 422)

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

    Summary

    Ms T complains on behalf of Miss X about how the Council wrongly completed Miss X’s financial reassessment and miscalculated her domiciliary care fees. There was fault by the Council in how it completed a financial reassessment for Miss X. The Council was also at fault when it continued to pay into Miss X’s direct payment account despite Miss X telling it she was not using the care services. This has caused Miss X significant distress and inconvenience. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to: • by training or other means remind staff of the importance of properly carrying out financial assessments and/or reassessments for care service users.• review the communication system between the Council and its Direct Payment team. Ensure there are clear mechanisms in place to avoid applying charges to care users’ Direct Payment funds for services it has not provided to them.

  • London Borough of Bromley (20 004 319)

    Category: Adult care services Date: 07-Mar-2022

    Summary

    Mrs C complains about poor communication from the Council in relation to care provision, failure to complete a carer assessment, inadequate care, delay setting up direct payments and implementing an increase in provision and failure to provide a suitable chair. The Council delayed telling Mrs C about the cost of the service, failed to ensure a handover took place, failed to complete a carer assessment and provided Mrs C with wrong information about the provision of the chair. Those failures did not affect the provision in place. An apology, payment to Mr D and reminder to officers is satisfactory remedy.

    Service improvements

    The Council will send a reminder to officers that handovers need to take place between carer agencies and a carer assessment must be completed when a carer asks for one.

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