Service improvements

London Borough of Redbridge

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 Redbridge as a CSV file.

  • London Borough of Redbridge (22 001 761)

    Category: Adult care services Date: 06-Feb-2023

    Summary

    Mr X complained about the care his son, Mr Y, received at a Council commissioned residential home he lives in. There has been a failure to follow the care plan in place for Mr Y. The Council will apologise, make a payment to recognise the injustice caused and take action to prevent the fault recurring.

    Service improvements

    Arrange training for the Achieve Together staff on care plans. This should include training on the importance of providing the care detailed in the care plan.In respect of a care home run by Achieve Together, undertake regular monitoring of its records to establish improvement in care plan adherence.Complete a review of Achieve Together's actions in relation to following the care plan from the Council's visits to the care home and share lessons learned with us and the care provider

  • London Borough of Redbridge (21 014 790)

    Category: Adult care services Date: 08-Oct-2022

    Summary

    Miss G complains the Council has failed to meet her assessed eligible care needs and carry out her needed home adaptations due to her health needs. We found the Council seriously delayed in carrying out a financial assessment to determine if Miss G needed to contribute to her care package. This in turn delayed the necessary care and support Miss G needed. In addition, the Council sent Miss G incorrect documentation relating to her application for a disabled facilities grant which caused uncertainty and a delay to her needed home alterations. That said, we found Miss G has also been unavailable for appointments and professional visits which also delayed her needed home alterations. Nevertheless, the fault identified has caused Miss G an injustice and the Council has agreed to our recommendations to remedy this.

    Service improvements

    The Council will investigate the reasons why the complainant was not notified of the financial assessment outcome in April 2020 and the reasons it took until January 2022 for this to happen. This should inform feedback and guidance to staff dealing with financial assessments, as well as measures to avoid similar occurrences.

  • London Borough of Redbridge (21 012 979)

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

    Summary

    We did not find fault in how a Trust communicated details about a patient’s hospital discharge to a care agency. We found fault by a Council when it failed to complete a scheduled carer visit. This led to a hospital readmission. We also found fault by the Trust with its record keeping. However, we did not find there was a link from the fault to the complainant’s claimed injustice that her mother caught COVID-19 and died during this hospital admission. We have recommended actions to the Trust and the Council to address the service failings. We have also recommended apologies and a financial remedy to recognise the distress the faults caused the complainant.

    Service improvements

    The Council will confirm to the complainants and the Ombudsmen specifically what measures have been taken to address the failings by the care agency and prevent similar failings with lack of carer visits in future.

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