Service improvements

London Borough of Richmond upon Thames

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 - 4 of 4 cases with service improvements

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

  • London Borough of Richmond upon Thames (22 008 107)

    Category: Education Date: 16-Feb-2023

    Summary

    Ms X complained about the Council’s delay in issuing her daughter’s final Education, Health and Care Plan following an Annual Review. We find there was delay resulting in a delayed right of appeal and loss of extra support for Ms X’s daughter. The Council has agreed a remedy for the injustice caused.

    Service improvements

    The Council has agreed to explain to the Ombudsman what measures it will put in place to ensure that amended Education, Health and Care Plans are issued in the required timescale following an Annual Review meeting.The Council has agreed to explain to the Ombudsman what measures it will put in place to ensure that it picks up on and responds to formal complaints it receives about its Special Educational Needs and Disability service.

  • London Borough of Richmond upon Thames (21 010 908)

    Category: Education Date: 15-Aug-2022

    Summary

    Mr and Mrs B complained the Council failed to secure adequate education and other provision to help meet their daughter’s special educational needs between March 2019 and July 2021. The Council’s contractor acknowledged fault and offered a remedy for the injustice caused. We reconsidered that remedy taking account of costs incurred by Mr and Mrs B in meeting their daughter’s needs and the Council’s contractor agreed a revised remedy, detailed in this statement.

    Service improvements

    The Council agreed that it would provide relevant staff with a briefing to learn lessons from this complaint. This was to ensure they received a reminder on the need to act promptly on receipt of a Special Educational Needs and Disability tribunal decision, to put in place the provision outlined in a final amended Education, Care and Health Plan.

  • London Borough of Richmond upon Thames (21 010 226)

    Category: Education Date: 13-Oct-2022

    Summary

    Mrs X complained on behalf of Y about the Council’s handling of Y’s education, health and care plan and alternative provision when she could not attend school. She says Y missed provision she was entitled to. The Council was at fault for using a flawed medical provision policy and for not assessing how many hours of tuition Y could access. This caused uncertainty about the tuition the Council would have offered Y if it was not for its faults. The Council has agreed to make a payment to remedy the injustice caused to Y and carry out service improvements.

    Service improvements

    •Review its ‘medical provision policy’ and associated documents and ensure they are consistent with The Education Act 1996 and statutory guidance•Review its procedures for providing GCSE learning for children unable to attend school.•Review its policies and procedures to make sure it keeps sufficient oversight and control of the arrangements with Achieving for Children.•Provide Achieving for Children staff with training on the Council’s revised ‘medical provision policy’ and procedures for providing GCSE learning for children unable to attend school.

  • London Borough of Richmond upon Thames (21 006 652)

    Category: Adult care services Date: 07-Dec-2022

    Summary

    Mrs B complains about the ICB’s funding of her disabled son F’s care. She says the ICB did not fund enough care hours, so the Council paid for extra overnight care which meant it would not increase the respite hours for her and her son. Mrs B says this had a negative impact on her and her husband’s mental health and they lost out financially. The organisations acted with fault as they did not assess F’s needs for care and support in a holistic and multi-agency way in line with relevant guidance. They also failed to communicate with each other effectively. This caused preventable distress and inconvenience to Mrs B. The organisations have agreed to apologise for the impact of these failings on Mrs B, pay Mrs B a financial remedy, and take action to improve their processes when assessing Children’s Continuing Care.

    Service improvements

    The Council and Integrated Care Board have agreed to provide an Action Plan with details of the review of their children's continuing care procedures, to ensure assessments are carried out in a joined up and holistic way in line with the 2016 National Framework for Continuing Care. This review should address how the organisations will ensure assessments represent a holistic and multi-agency consideration of a child’s needs alongside those of their family. The results of this review, and details of any remedial action taken, should be shared with the complainant and the Ombudsmen when completed

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