Service improvements

London Borough of Enfield

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 Enfield as a CSV file.

  • London Borough of Enfield (23 007 975)

    Category: Adult care services Date: 17-Jan-2024

    Summary

    The Council was at fault for the way it carried out an Occupational Therapist assessment of Ms X. This caused her injustice as Ms X cannot be sure her needs were properly considered and Ms X could have received an assessment under the Care Act 2014 sooner. To remedy the injustice caused, the Council agreed to apologise to Ms X, make a payment for the distress she experienced and carry out an new Occupational Therapist assessment.

    Service improvements

    Consider whether it can do anything to put in place measures which record how long an Occupational Therapist’s assessment takes. So if there are any disputes, the Council has a record of how long an Occupational Therapist spent assessing someone.

  • London Borough of Enfield (23 004 201)

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

    Summary

    The Council failed to properly consider Mrs B’s disability-related expenditure when determining how much she should contribute towards the cost of her care. It also failed to clearly explain its intentions in relation to the recovery of unpaid contributions. The Council has agreed to write-off some of the unpaid contributions and review Mrs B’s requests for items to be considered disability-related expenditure. It has also agreed to make service improvements.

    Service improvements

    The Council has agreed to provide guidance to its officers to ensure they fully explain their reasons for not agreeing any claimed DRE, and that they do not fetter their discretion.

  • London Borough of Enfield (22 009 058)

    Category: Adult care services Date: 12-Apr-2023

    Summary

    Mrs X complained on behalf of Mrs Y. She complained Mrs Y unexpectedly received a large bill for residential care without having any information about charges from the Council. Mrs X also complained Mrs Y had to stay in the care home despite wanting to go home. Mrs X says this caused her and Mrs Y distress when they received the large bill. There was fault in the way the Council delayed completing an assessment and did not listen to Mrs Y’s wishes. Mrs X and Mrs Y suffered distress receiving the large bill. The Council should only charge Mrs Y the non-residential contribution for her care while she remained in the care home after expressing her wish to leave.

    Service improvements

    •Issue guidance to relevant staff on the importance of acting in accordance with individual wishes when that person has capacity to make decisions.•Issue guidance to relevant staff on the importance of providing information about residential charges and financial assessments before an individual becomes liable for costs.

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