Service improvements

London Borough of Richmond upon Thames

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 - 2 of 2 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 (22 018 050)

    Category: Adult care services Date: 25-Oct-2023

    Summary

    Mrs D complains about the domiciliary care provided to her mother. There was fault which has caused distress and time and trouble to Mrs D. To remedy this, the Council has agreed to apologise, and make a payment and service improvements.

    Service improvements

    Remind staff involved with complaints that the Council is able to use discretion when considering whether to accept a complaint from a representative of a person who cannot consent.Develop a procedure for dealing with adult social care complaints, which should include how its complaints process interacts with those of commissioned care providers.

  • London Borough of Richmond upon Thames (21 017 488)

    Category: Adult care services Date: 20-Sep-2023

    Summary

    Miss X complained about the way the Council charged her late father Mr Y for his care and support, its failure to pay towards his care and support and about the lack of respite support provided to her as his main carer. There was no fault in the way the Council charged Mr Y for his care contributions or for a care home stay or for ending the direct payment arrangement. The Council was at fault for delay in monitoring the direct payment arrangement, poor communication around the decision to end the direct payment, delay in refunding an overpayment and for the delay in dealing with Miss X’s appeal about this. It has agreed to apologise and make a payment to acknowledge the uncertainty and frustration this caused and to review its procedures.

    Service improvements

    The Council has agreed to review its procedures to ensure that when the Council decides to end a direct payment arrangement it writes to the person concerned to confirm the arrangement has ended and sets out the alternative arrangements it has put in place to ensure the adult’s eligible needs for care and support continue to be met.

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