Service improvements

London Borough of Redbridge

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 Redbridge as a CSV file.

  • London Borough of Redbridge (23 005 658)

    Category: Adult care services Date: 07-Dec-2023

    Summary

    Mrs X complained the Council delayed carrying out a review of her mother Mrs Y’s care needs and failed to investigate safeguarding concerns raised about a relative’s behaviour towards Mrs Y. The Council was at fault for the delay in carrying out the needs assessment and review and for failing to act in response to the safeguarding concerns raised. It has agreed to apologise to Mrs X and Mrs Y and makes payments to acknowledge the distress and frustration caused to them both and for the missed support for Mrs Y. It has also agreed to remind relevant officers to respond appropriately to safeguarding concerns and to keep suitable records of their decision making.

    Service improvements

    The Council will remind relevant staff of the need to respond appropriately to safeguarding concerns raised and to record their actions and decision making, including where the decision is that no further action is required at that time.

  • London Borough of Redbridge (23 005 107)

    Category: Adult care services Date: 22-Feb-2024

    Summary

    Miss X complained about the care her late father, Mr Y, received at home from a care provider acting on the Council’s behalf. Miss X also complained about how the Council charged for Mr Y’s care. The Council was at fault in how it transferred Mr Y to its long-term care team, for delay in carrying out a financial assessment, for a poor complaint response and for the Care Provider’s visits being too short and sometimes very late. This caused Miss X injustice for which the Council will apologise and pay her £300. The Council will also remind the Care Provider of proper practice in home care.

    Service improvements

    The Council will remind the Care Provider who supported a person at home that care workers should keep accurate records of the time spent at care visits and that where they have extra time, they should see if the person would like company or to talk.The Council will remind the Care Provider who supported a person at home that care visits should happen as close to the intended time as possible.The Council will remind its staff that complaint responses should be clearly identified as such and should set out the person's right to complain to the Ombudsman if they remain dissatisfied.

  • London Borough of Redbridge (23 004 599)

    Category: Adult care services Date: 29-Feb-2024

    Summary

    The Council failed to act accordingly on some occasions when concerns were raised about Mr Y’s welfare, it failed to follow-up agreed actions and failed to provide Mr Y’s representative with timely information. It then delayed responding to his complaint

    Service improvements

    The Council has also agreed to consider any learning and training needs in respect of coercive control

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