Service improvements

London Borough of Ealing

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 Ealing as a CSV file.

  • London Borough of Ealing (23 010 991)

    Category: Adult care services Date: 28-Mar-2024

    Summary

    Ms X complains the Council has overcharged her late father for the care he received between May and August 2022. On the balance of probabilities, the Council has overcharged Ms X’s father for his care. It needs to apologise and reduce to charges to one call a day. It also needs to improve its working practices to prevent similar problems from happening again.

    Service improvements

    The Council has agreed to identify the action it is going to take to ensure it always produces a care and support plan when it has identified eligible care needs.The Council has agreed to identify the action it is going to take to ensure officers respond to requests for information from care providersThe Council has agreed to identify the action it is going to take to ensure officers are aware that self-funders do not need to share their financial information if they are happy to fund their own care.The Council has agreed to identify the action it is going to take to ensure people receiving care and support know what they need to do if they want to make changes to their care arrangements.The Council has agreed to identify the action it is going to take to ensure care workers do not make informal arrangements with clients about when they will attend.

  • London Borough of Ealing (23 005 480)

    Category: Adult care services Date: 31-Oct-2023

    Summary

    Mr X complains the Council delayed from May 2021 calculating and paying its care charge contribution for his mother’s care in a home. We consider there is fault by the Council. It has agreed our recommendations for a remedy and a service improvement.

    Service improvements

    The Council should provide an action plan showing how it will improve the financial assessment team’s communication with service users and their representatives.

  • London Borough of Ealing (23 003 422)

    Category: Adult care services Date: 17-Nov-2023

    Summary

    Mr B complained the Council proposed increasing his father’s care contributions and it repeatedly failed to respond to his correspondence when he asked for clarification about the costs. He also says the Council has failed to resolve the issue of the additional costs for his father’s incontinence pull up pads. The Council was at fault for its delays in responding to Mr B’s correspondence and its complaints handling. It also delayed dealing with the issue of the incontinence pull up pads. The Council has agreed to our recommendations to address the injustice caused by fault.

    Service improvements

    The Council will issue written reminders to relevant staff to ensure they appropriately communicate with service users or their representatives about issues to do with financial assessments and their care without undue delay.

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