Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2021 and 31 March 2022

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

Export results (CSV)

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

  • London Borough of Lewisham (21 014 433)

    Category: Housing Date: 28-Feb-2022

    Summary

    The Council failed to provide evidence of compliance with a remedy it previously agreed with the Ombudsman. In the original complaint, we found the Council failed to investigate Mr B’s complaint The Council agreed to make a financial payment to recognise the impact of its fault. The Council was at fault for not paying Mr B or keeping records of its attempts to do so. The Council will review its internal procedure for ensuring compliance with, and providing evidence of, recommendations made by the Ombudsman to prevent future injustice to others.

    Service improvements

    Review its internal procedure for ensuring compliance with, and providing evidence of, any future recommendations made by the Ombudsman.

  • London Borough of Lewisham (21 009 299)

    Category: Adult care services Date: 18-Nov-2021

    Summary

    The complainant, Miss B, complained about the thoroughness of the Council’s safeguarding investigation when her late father was discharged from hospital to a care home in December 2019. We found no fault in the way the Council substantiated the allegation of neglect against the care home during its safeguarding investigation. We did find fault in the way the Council decided Miss B’s father’s discharge from hospital was in line with the relevant law and guidance as the decision was not evidenced. The Council has agreed to our recommendations and will consider this specific point in line with its safeguarding procedures. It will write to Miss B to apologise and include her in the process. It will also remind its officers of the importance of ensuring safeguarding decisions are evidence based.

    Service improvements

    The Council will remind its safeguarding investigation officers of the importance of ensuring safeguardingdecisions are based on evidence and thorough assessment to reach robustconclusions.

  • London Borough of Lewisham (21 006 276)

    Category: Adult care services Date: 17-Mar-2022

    Summary

    Ms X complained about the care provided to Mr Y and the way the Council dealt with her complaint about this. Ms X says Mr Y and Mrs Y were a danger to each other and the Council did not safeguard them. Ms X felt unsupported and ignored by the Council at a time of crisis. We found the Council was at fault in the support it provided and the way it dealt with Ms X’s complaint. It has agreed to apologise and take action to avoid similar problems in future.

    Service improvements

    The Council has agreed to ensure all frontline staff and their immediate managers receive full training, or refresher training, in: a)communicating with adults and their families or representatives. This should include understanding who should be involved in which discussions or decisions, and when they must be involved. For example, someone with a relevant power of attorney and with capacitated and incapacitated individuals. b)Services for self funding people, for example, what must the Council do, what else does it offer. c)Complaint handling, including recognising a complaint, identifying safeguarding concerns, alerting relevant managers, being clear about the key issues. d)Consent and when it is needed and not needed.The Council has agreed to review its complaint handling procedures to ensure complaints involving ongoing risks to individuals are dealt with promptly.

  • London Borough of Lewisham (21 001 950)

    Category: Adult care services Date: 12-Oct-2021

    Summary

    the complainant Mr X complained about the poor service received from a Care Provider commissioned by the Council. The Council has shown it has quality assurance procedures in place. It followed up complaints but did not contact Mr X direct or consider if it should offer a remedy as the commissioner of the service. We found the Council acted with fault and it has agreed a remedy.

    Service improvements

    The Council agreed it failed to consider offering a remedy for the failings of its commissioned care provider who failed to alert a family when its care worker could not gain entry to the client’s home. The Council agreed to within three months improve its review of complaints resolved by its commissioned care provider by reviewing the complaint, resolution offered and lessons learned. It will also consider offering an improved remedy where it agrees the care provider acted with fault.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings