Service improvements

London Borough of Hillingdon

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 Hillingdon as a CSV file.

  • London Borough of Hillingdon (22 017 108)

    Category: Adult care services Date: 20-Sep-2023

    Summary

    Mr Y complains the Council’s decision to restrict his contact directly interfered with his legal obligations as Lasting Power of Attorney. There is fault in some elements of the complaint which caused Mr Y some confusion and time and trouble. The Council will apologise and undertake the service improvements listed at the end of this statement.

    Service improvements

    The Council will remind any officers responsible for writing RPR entries to ensure they are appropriately updated with any key changes, such as when a person has LPA. This is important to ensure the attorney can fulfil their legal duties in respect of the person lacking capacity.The Council will remind officers of the requirement to update the RPR on occasions when the Council has invited the person to have their objections recorded on the database.

  • London Borough of Hillingdon (22 014 923)

    Category: Adult care services Date: 23-Aug-2023

    Summary

    Mr D complained the Council delayed completing an assessment of his care needs and it delayed putting necessary support in place. He also says the Council initially refused to allow him to have an advocate and it refused to properly deal with his complaints. We find the Council was at fault for its delay in sending Mr D a copy of his assessment. There was also some fault with how it dealt with the concerns Mr D raised about its service. 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 are aware they should provide assessments under the Care Act 2014 to customers and their relatives without unnecessary delay.

  • London Borough of Hillingdon (22 004 511)

    Category: Adult care services Date: 26-Apr-2023

    Summary

    Ms J complained the care provided to her sister Ms L, by the Council commissioned care provider, was insufficient and the Council delayed in changing the care provider following her request to do so. The Council delayed increasing Ms L’s care package, did not have due regard to Ms L’s human rights and delayed in changing the care provider. The Council agreed to apologise to Ms L and pay her £750 to acknowledge the uncertainty and distress caused by the faults identified.

    Service improvements

    The Council will remind relevant staff:of the importance of keeping clear and accurate records about decisions on how long a care call for domicillary care should take in each individual’s circumstance; of the statutory guidance about when a person’s adult care and support plan should be reviewed and provide guidance on how to recognise a request for a review; and of the core FREDA principles of the Human Rights Act 1998, and provide guidance on how the FREDA principles should be considered when commissioning domiciliary care.The Council will ensure the brokerage process indicates the Council should proactively request quotes from more than one adult social care provider where a person's care package is complex or likely to be high cost, to minimise delay.

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