Service improvements

Medway Council

Showing service improvements between 1 April 2025 and 31 March 2026

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 Medway Council as a CSV file.

  • Medway Council (24 021 573)

    Category: Adult care services Date: 24-Nov-2025

    Summary

    The Council was at fault for the poor standard of care Mrs X received in Frindsbury Hall, a Council commissioned Care Home. The Care Home failed to carry out some of Mrs X’s care in line with her care plan. This has caused distress, frustration and uncertainty about the care Mrs X was receiving and impacted Mrs X’s dignity. The Council has agreed to apologise and make a symbolic payment to remedy the injustice caused. It has also agreed to provide us with a copy of its follow up visit to the Care Home from November 2025.

    Service improvements

    The Council was at fault for the poor standard of care received by a resident in a Council commissioned Care Home. The Council carried out a formal review of the Care Home to assess current practices and made recommendations to it. The Council will undertake a follow up visit to the Care Home to assess the implementations of the recommendations and measures put in place. It will provide the Ombudsman with a copy of its record of the follow up visit.

  • Medway Council (24 020 147)

    Category: Adult care services Date: 02-Feb-2026

    Summary

    Miss X complained the Council put care in place for her grandmother despite making it clear they did not want it or to pay for it. We did not find the Council at fault for how it initially considered her grandmother’s wish for continued care. We found fault it did not complete a financial assessment before starting the care, causing distress. It was also at fault for delay with Miss X’s complaint causing frustration. The Council has agreed to apologise to Miss X and her grandmother to remedy the injustice. The Council has also agreed to update us on the progress and completion of an online cost estimator on its website to support care planning.

    Service improvements

    The Council will send written reminders to relevant staff of the importance of providing clear information about charging and the financial assessment process to service users, and ensuring they accurately record in detail any discussions and advice given around this.The Council will have an online cost estimator tool for care and support on its website. It should send the LGSCO an update at the three-month point with evidence of what progress it has made on this by that time.

  • Medway Council (24 015 481)

    Category: Adult care services Date: 17-Sep-2025

    Summary

    Mrs X complains on behalf of her late mother-in-law, Mrs Y, the council failed to take into account her rent and bills when calculating charges for her care home. Mrs X says Mrs Y does not have enough funds to cover the fees being requested by the Council. Mrs X says this has caused the family distress. We have found fault in the actions of the Council for delay in confirming what information it needed to complete the financial assessment. The Council has agreed to issue an apology, discuss the information it needs to complete the assessment and completes service improvements.

    Service improvements

    In writing, remind staff to confirm what evidence is required to allow costs to be considered in financial assessments.

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