Service improvements

London Borough of Croydon

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 4 of 4 cases with service improvements

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

  • London Borough of Croydon (24 007 428)

    Category: Adult care services Date: 30-Mar-2025

    Summary

    Mr X complains about repeated failures by the Council’s care providers (Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon, Supreme Care Services Ltd and Abletrust Care) to support his grandmother, Mrs Y, between June 2023 and February 2024. There was fault in the care provided by Horizon Care & Welfare Association, Immaculate Healthcare Services Limited Croydon and Supreme Care Services Ltd which either caused harm to Mrs Y or put her at risk of harm. The Council also failed to involve Mrs Y in reviews of her needs. The Council needs to apologise to Mrs Y and make a symbolic payment to her for the distress caused. It also needs to take action to improve working practices.

    Service improvements

    The Council has agreed to work with Immaculate Healthcare Services and Supreme Care Services to ensure they understand their responsibilities to report safeguarding incidents when they occur;Take action to ensure officers involve people in reviews of their care needs.

  • London Borough of Croydon (24 001 238)

    Category: Adult care services Date: 19-Nov-2024

    Summary

    Mrs X complained on behalf of her son, Mr Y, the Council refused to pay for the two-to-one care Mr Y needed and had not completed a review of his care needs between March 2022 and September 2023. The Council failed to properly assess, plan and review Mr Y’s care needs and did not communicate with Mrs X. The Council will apologise to Mrs X and pay her a symbolic amount of £500 to recognise the frustration, uncertainty and distress this caused her and will remind relevant officers to keep clear, complete and contemporaneous records.

    Service improvements

    The Council will remind social workers and managers in the adult social care team of the importance of keeping clear, complete and contemporaneous records of best interests meetings, including the matters considered, its decision-making process and the outcomes and actions.

  • London Borough of Croydon (23 014 682)

    Category: Adult care services Date: 10-Oct-2024

    Summary

    Miss X complained about the Council’s actions relating to the care of a late family member, Mr Y. We found fault because of poor communication from the Council and inadequate record keeping by a provider working on its behalf. We also found fault because the Council took too long to complete assessments for both Mr Y and Miss X, which led to linked delays in organising direct payments for Mr Y’s care. This caused Miss X avoidable frustration and distress. To remedy the injustice caused by this fault, the Council has agreed to apologise, make a payment to Miss X and provide reminders to relevant officers.

    Service improvements

    The Council will remind relevant officers and managers of its duties linked to adult care planning in line with the Care Act 2014 and the Care and Statutory Support Guidance 2014. This will help to ensure that timely assessments are carried out which will avoid unnecessary delays for those in need of care and support.The Council will consider how it can allocate social workers in a timely manner. This will help to ensure continuity of service and communication for those concerned and help to ensure care planning is not delayed.The Council will remind relevant officers and managers of the need for clear and easy-to-read care notes to be completed by care providers working on its behalf, in line with the Fundamental Standards of Care under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This will help to ensure that it is clear what care has been delivered to those with eligible needs.

  • London Borough of Croydon (23 001 396)

    Category: Adult care services Date: 13-Nov-2024

    Summary

    Ms X complains the Council failed to assess her needs properly and took over a year to send the assessment to her. The Council accepts it took too long to send Ms X her assessment. It needs to apologise, make a symbolic payment and reassess her needs, taking account of her requests for adjustments when doing the assessment.

    Service improvements

    The Council has agreed to identify the action it is going to take to ensure draft assessments areprovided within four weeks of the assessment and, if a member of staff isunavailable for a long time, another member of staff is assigned to completethe task.

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