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 - 1 of 1 cases with service improvements

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  • London Borough of Bromley (23 008 648)

    Category: Children's care services Date: 04-Mar-2024

    Summary

    Miss X complained the Council did not provide the therapeutic support for her and her son, Y in line with a court ordered care plan. Miss X said some of the therapy was stopped and started and the Council did not provide the therapy for Y. The Council was at fault, it did not review the care plan properly and delayed in starting the therapy for Y. It agreed to apologise to Miss X and pay her a symbolic amount of £500 to recognise the frustration and uncertainty caused to her and to make service improvements.

    Service improvements

    The Council will remind social care staff members to review care plans issued with a supervision order, in line with the arrangements specified in the care plan.The Council will remind social care staff of the importance of keeping clear, accurate and contemporaneous records of its decision making.The Council will remind officers responding to complaints of the importance of apologising where it identifies fault in its actions, and identifying any injustice caused to the complainant and any appropriate remedies. The Council will share our Guidance on Effective Complaint Handling with relevant staff members.

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