Service improvements

London Borough of Hillingdon

Showing service improvements between 1 April 2022 and 31 March 2023

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 Hillingdon as a CSV file.

  • London Borough of Hillingdon (21 016 677)

    Category: Adult care services Date: 19-Sep-2022

    Summary

    Mrs D complained the Council’s care provider failed to provide domiciliary care for her mother as agreed and to a suitable standard during a two-week period in late 2020. We found the care was provided as agreed in most care appointments. However, its carers arrived late on some occasions, and the total amount of care she received was of less duration than agreed. The Council agreed apologise to Mrs X and Mrs D, and reduce the outstanding care costs with £200 to acknowledge the limited loss of care support Mrs X experienced and the limited distress this caused her and Mrs D.

    Service improvements

    The Council agreed to review its Care Provider’s process for managing late attendance at agreed care appointments and how this is communicated to the person receiving the care and their next of kin to avoid any uncertainty about the care provisionThe Council agreed to review how its Care Provider records late attendance and reasons for why care appointments lasted longer or shorter than planned, to ensure proper records are available when disputes about care provision is brought to its attention.

  • London Borough of Hillingdon (21 015 857)

    Category: Adult care services Date: 13-Sep-2022

    Summary

    Mrs Y complained about her mother, Mrs X’s, social care and the Council’s safeguarding investigation. There was no fault in Mrs X’s care or how the Council carried out its safeguarding investigation. There was fault in how the Care Provider, acting for the Council, increased the top-up fees charged to Mrs X’s husband. The Council should apologise, refund the extra fees charged, review similar cases and review its policies.

    Service improvements

    The Council agreed to review the top-up fees charged to residents by a local care home, since a change in ownership, where the Council was responsible for the placements. It should ensure any increases in top-up fees were made in accordance with statutory guidance and, if not, consider whether it should refund any extra fees charged.The Council agreed to review its policy for third party top-ups for care home placements to ensure that, where possible, top-ups are paid to the Council, rather than directly to care providers.

  • London Borough of Hillingdon (21 009 959)

    Category: Adult care services Date: 04-Apr-2022

    Summary

    Ms X complained the Council refused to carry out kitchen adaptations and delayed carrying out adaptations to the bathroom. There was no fault in the way the Council reached the decision not to adapt Ms X’s kitchen. The Council significantly delayed adapting the bathroom and failed to keep Ms X updated on progress. This caused her avoidable frustration and meant she had to use unsuitable facilities for longer than necessary. The Council has agreed to apologise to Ms X and pay her £750 and to review its procedures.

    Service improvements

    The Council will review its procedures to ensure they contain guidance specifying how and when applicants will be advised of the disabled facilities grant process and are given realistic timescales for this, and are kept updated regarding the progress of the disabled facilities grant.

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