Service improvements

London Borough of Sutton

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 - 2 of 2 cases with service improvements

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

  • London Borough of Sutton (20 008 335)

    Category: Adult care services Date: 10-Jun-2021

    Summary

    We upheld Mrs D’s complaint about a failure to provide Mr E with care and support through his direct payment between July and November 2020. There was also fault in the Council’s complaint handling. The fault caused Mrs D avoidable time and trouble and a financial loss to another family member who transported Mr E to his day centre. The Council will apologise, make Mrs D a symbolic payment and refund the family member their costs.

    Service improvements

    The Council has agreed to complete refresher training for front line staff on how to deal with a complaint made directly to staff rather than to the complaints team.

  • London Borough of Sutton (20 006 932)

    Category: Children's care services Date: 25-May-2021

    Summary

    We find fault with the Council for failing to carry out all the agreed actions from a statutory complaint process. This caused Ms B and her daughter an injustice. The Council agrees actions to remedy the injustice.

    Service improvements

    The Council will: • Consider how it will ensure it meets its duties for reasonable adjustments under The Equality Act 2010. It should consider whether it needs a separate policy or procedure to achieve this.• Provide evidence it has completed the action to review its commissioning of advocacy.• Provide evidence the Autism awareness staff training listed in the action plan has been completed.• Share the learning from this complaint across relevant teams to raise awareness of reasonable adjustments and understanding the needs of those using its services

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