Service improvements

Medway Council

Showing service improvements between 1 April 2026 and 31 March 2027

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 - 1 of 1 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 (25 004 902)

    Category: Adult care services Date: 14-May-2026

    Summary

    Mx Y complains about the Council’s response to a safeguarding referral it received about abuse by a care worker. We find the Council ended its safeguarding involvement prematurely. Although the Council later resumed its investigation, the earlier decision to close the enquiry caused avoidable distress. Mx Y also complains the care provider failed to deliver the agreed level of care to meet their assessed needs. We find fault because the provider did not consistently deliver the care hours the Council assessed as necessary. The Council will complete the remedial actions listed at the end of this statement.

    Service improvements

    Provide evidence to show it has reviewed its monitoring arrangements for commissioned care packages to ensure that under delivery, especially when persistent or prolonged, is identified and escalated promptly. This should include trigger points for a review where care is consistently delivered below what the person is assessed as needing to meet their eligible care and support needs.

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