Service improvements

London Borough of Bromley

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 London Borough of Bromley as a CSV file.

  • London Borough of Bromley (23 000 369)

    Category: Adult care services Date: 19-Oct-2023

    Summary

    Mr X complained about how the Council dealt with the care and support needs assessment for his mother, Mrs Y. He also complained about how the Council dealt with the individual carer assessments for two family carers, Carers 1 and 2. There was fault by the Council with how it assessed Mrs Y’s care and support needs. It was at fault with how it dealt with the carers assessments for Carers 1 and 2. The Council was also at fault with its complaints handling process. This caused injustice to Mrs Y and her family. The Council will take action to remedy the injustice caused.

    Service improvements

    By training or other means remind staff of the importance of completing care and support assessments and carers assessments in a timely manner, using the appropriate assessment method(s) and in line with the Care Act. This is to ensure care and support needs are identified and met.Remind front-line staff about the importance of keeping service users’ cases moving and dealing with the cases in a timely manner.Remind relevant staff of the need to provide responses to complaints within the appropriate timescales in line with the Council’s complaint handling procedure.

  • London Borough of Bromley (22 014 763)

    Category: Adult care services Date: 16-Aug-2023

    Summary

    Mr X complained the Council failed to properly respond to his queries about care fees. We found there was significant fault in the way the Council responded. We recommended an apology, a payment to Mr X and actions to review and improve the service provided.

    Service improvements

    The Council should review the way in which Liberata responds to queries from service users, what service level agreements are in place for responding to customer queries and how the Council will ensure that the service provided is acceptable in future.

  • 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.

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