Case Ref: 21 019 060 Category: Adult care services Sub Category: Assessment and care plan

• The Council will amend its financial assessment outcome template letters to ensure these provide contact details for who to complain to.
• The Council will remind staff working in Adult Social Care of their duty to provide clear and transparent information on charging in a format suitable for the service user to understand.
• The Council will act to ensure Adult Social Care staff are aware of the Ombudsman’s expectation that they act without undue delay; a lack of action over a number of months is likely to amount to fault.

Case Ref: 21 006 830 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to share this decision with the care provider and discuss the faultidentified. It should review whether further action needs to be taken by thecare provider
• The care provider should review how staff record visits where caremay overlap between two or more people. This should include a process andpolicy to ensure that care is not charged for twice.