Service improvements

London Borough of Hounslow

Showing service improvements between 1 April 2024 and 31 March 2025

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 Hounslow as a CSV file.

  • London Borough of Hounslow (23 016 743)

    Category: Adult care services Date: 05-Nov-2024

    Summary

    Mr X complained about the standard of care delivered to his family member, Mr Y, by a provider acting on behalf of the Council. We found fault because the Council failed to act decisively to investigate Mr X’s complaint. This caused avoidable distress, frustration and uncertainty. To remedy the injustice caused by the fault, the Council has agreed to apologise, make a payment to the family, issue reminders to relevant staff and review some of its processes.

    Service improvements

    The Council will remind relevant officers and managers of the need to swiftly and properly investigate concerns raised about care being delivered by adult care providers acting on its behalf. This will help to ensure concerns are acted on in a timely and transparent manner.The Council will review its stance that quality alerts about adult care providers are not investigated when those receiving adult care delivered on behalf of the Council are hoping to move or have been placed out of the Council’s own area.

  • London Borough of Hounslow (23 016 007)

    Category: Adult care services Date: 07-Jan-2025

    Summary

    Mr Y, on behalf of his brother, complained the Council delayed completing two safeguarding investigations. Both investigations took longer than the normal timescales. One took over 15 months to complete and the other was delayed by two months. This is fault and a suitable remedy is agreed.

    Service improvements

    Share the decision with all staff involved in safeguarding investigations to ensure lessons are learn and similar delays do not occur in the future

  • London Borough of Hounslow (23 011 292)

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

    Summary

    Mrs B complained the Council failed to provide satisfactory care to her uncle, Mr C. The Council’s safeguarding enquiry found that acts of neglect and omission had occurred in Mr C’s care. This is fault, which caused Mr C injustice. We found the Council has not properly addressed the injustice caused to Mr C and Mrs B. The Council has agreed to our recommendations to remedy the injustice caused to Mr C and Mrs B.

    Service improvements

    The Council should ensure a local adult social care provider has adequate health and safety checks in place to prevent a reoccurrence of the faults identified in this case.The Council should work with a local adult social care provider to ensure it has a process in place to inform Social Services when residents refuse care.The Council should remind its staff to consider personal remedies where it identifies, in the course of its safeguarding or complaints process, a person has experienced an injustice.

  • London Borough of Hounslow (23 009 592)

    Category: Adult care services Date: 31-Jul-2024

    Summary

    Ms X complained about how the Council decided not to pay her a year’s worth of direct payments it agreed she needed. There was fault there was fault in how the Council managed Ms X’s direct payments. This caused Ms X a financial loss and significant distress. The Council agreed to apologise, pay Ms X the outstanding payments and a further financial remedy. It also agreed to review the information it provides about direct payments and how its social care and direct payment teams work together.

    Service improvements

    The Council agreed to review the information it provides to people who received direct payments for adult social care. It should ensure it provides sufficient clear, accessible information (for example, a straightforward user guide) that people can properly understand how direct payments work and what they need to do.The Council agreed to arrange refresher training for its social workers on how direct payments work and what people receiving them need to do to properly manage their payments.The Council agreed to review how its social work and direct payments teams work together to ensure that both teams understand their different responsibilities, that people are provided with consistent information, and that there are clear procedures to resolve disputes between the two teams.

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