Service improvements

London Borough of Hackney

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 - 4 of 4 cases with service improvements

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

  • London Borough of Hackney (23 001 350)

    Category: Adult care services Date: 11-Sep-2023

    Summary

    Miss C complained that the Council moved her mother, Mrs E back to a flat without care or support and without carrying out the proper assessments or informing Miss C. Mrs E was found in the property shortly afterwards having fallen and been on the ground for some time. The flat was without heating, hot water, food or bedding. Mrs E was admitted to hospital and Miss C experienced significant distress and inconvenience in trying to resolve the matter. We have found the Council was at fault for moving Mrs E without carrying out a care needs assessment or a mental capacity assessment, for a lack of management oversight and for failing to involve or inform Miss C in the decision. The Council has agreed to apologise to Miss C, pay her some money and improve its procedures for the future.

    Service improvements

    The Council has agreed to review its discharge procedures to ensure that no service user is moved out of interim accommodation or hospital until the appropriate assessments have been completed and signed off by a senior member of staff.The Council has agreed to remind staff of the importance of involving family members in assessments and discharge planning.The Council has agreed to remind staff that where there are concerns about consent and/or capacity that further advice is obtained about carrying out an MCA over a period of time and/or making a best interests decision.

  • London Borough of Hackney (23 000 583)

    Category: Adult care services Date: 27-Feb-2024

    Summary

    Miss B complained that the Council had failed to properly consider her application for disability-related expenditure (DRE) in line with the Care Act guidance and the law and delayed in considering her appeal and complaint about the decisions. We found fault with the Council’s approach. The Council has now agreed to include the disputed items as DRE. It has also agreed to pay Miss B £250 and review its procedures for the future.

    Service improvements

    The Council has agreed to review its Disability Related Expenditure (DRE) policy to ensure it is not operating a blanket approach in respect of exercise or other health costs and is not wrongly relying on section 22 of the Care Act 2014 to refuse expenses as DRE.

  • London Borough of Hackney (22 018 021)

    Category: Adult care services Date: 14-Sep-2023

    Summary

    Mrs X complained the Council had not paid her the correct amount for her role as a Shared Lives carer. The Council has admitted fault and agreed Mrs X should be paid the amount she is claiming. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mrs X and carry out its suggested actions of streamlining some of its processes.

    Service improvements

    The Council will streamline its processes when a review or reassessment of a shared lives carers' agreement is required. Creating a centralised form will help to ensure a record is more easily available for liaison between relevant teams.

  • London Borough of Hackney (22 004 688)

    Category: Adult care services Date: 21-Feb-2024

    Summary

    We uphold Ms Y’s complaint about the care and treatment of her sister, Ms X. We found fault by the Care Home in the care it provided to Ms X’s and its record keeping. We also found fault in the way the Mental Health Trust communicated with Ms Y. This meant Ms X did not always receive the care she was entitled to. Ms Y has also been caused distress, frustration and uncertainty. We recommend the Care Home and the Mental Health Trust apologise to Ms Y. The Care Home will also pay Ms Y £200.

    Service improvements

    Within one month of my final decision, the Care Home will:explainwhat action it has taken to date, or will take, to ensure it has appropriateguidance in place for care staff on maintaining “complete, legible, indelible,accurate and up to date” records in keeping with the Regulations.Within one month of my final decision, the Care Home will: explainwhat action it will take to ensure the Care Home has appropriate guidance inplace for care staff to provide continence care in line with a person’s careplan.I would have asked the Mental Health Trust toexplain what action it has taken to date, or will take, to ensure staffproperly involve relatives and carers, including attorneys, in decisions abouta person’s care and best interests. However, the Mental Health Trust is unableto make such changes as it is no longer responsible for the CHAT team. Instead,the Mental Health Team will:Sharethe final decision with the relevant Trust so it can consider whether anylearning points can be taken from the identified fault.

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