Service improvements

North Yorkshire County Council

Showing service improvements between 1 April 2021 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 11 - 16 of 16 cases with service improvements

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Downloads the current filtered list of service improvement decisions for North Yorkshire County Council as a CSV file.

  • North Yorkshire County Council (21 007 839)

    Category: Education Date: 22-Nov-2022

    Summary

    The Council was at fault when it produced Mr X’s son’s Education, Health and Care Plan (EHC Plan) seven months late. This caused uncertainty to Mr X and his son as it was unclear what education his son would receive and Mr X lost his right to appeal a key period of provision to the special educational needs and disabilities (SEND) Tribunal. The Council has agreed to pay Mr X £1,600 in recognition of the avoidable injustice caused and carry out several service improvements.

    Service improvements

    The Council has agreed to remind relevant staff of theCouncil’s duty to finalise Education, Health and Care Plans within the statutory time frames following annual reviews.The Council has agreed to remind relevant staff of the importance of disagreements over Education, Health and Care Plans being resolved through the Special Educational Needs and Disabilities (SEND) Tribunal where agreement has not been reached within the statutory timescales. It will also remind relevant staff of the importance of ensuring that parents and young people are aware of their appeal rights to enable them to do so.

  • North Yorkshire County Council (21 007 442)

    Category: Education Date: 04-May-2022

    Summary

    Dr B complains the Council delayed in issuing an Education, Health and Care Plan following a re-assessment of her daughter’s needs. The Council has accepted there was a delay in issuing the Plan. We find the Council was also at fault for failing to promptly request advice from professionals involved in her daughter’s care. This caused Dr B distress and she was put to time and trouble. Dr B’s daughter missed out on certain provision in her Plan. To remedy this, the Council has agreed to apologise to Dr B and her daughter and make them a payment. It has also agreed to make certain service improvements.

    Service improvements

    the Council has also agreed to make the following service improvements: circulate a reminder to relevant staff of the statutory timescales for deciding whether to carry out a re-assessment and issuing final EHC plans following a re-assessment of needs. The Council should also highlight the importance of meeting the timescales to ensure the right to appeal the final plan is not delayed, andshare this decision with relevant staff members.

  • North Yorkshire County Council (20 006 413)

    Category: Adult care services Date: 03-Feb-2023

    Summary

    Mr D complains the Council did not complete a capacity assessment properly of his mother which resulted in unnecessary Court of Protection proceedings, legal fees and the police taking criminal action against him. The Council is at fault for failing to review a capacity assessment, delay in complaint handling; and properly communicating decisions about financial assessments. This has resulted in uncertainty about whether Mrs D had capacity at the time to manage her finances and prioritise her debts as she chose. The Council has agreed to apologise to Mr D for the uncertainty the Council’s actions have caused him, pay him £450 and remind staff about the need to review capacity assessments.

    Service improvements

    Remind staff about the importance of reviewing capacity assessments when major decisions are made;Remind staff and review procedures about when and how people are told about the outcome of financial assessments when decision making is ongoing or pending further information;Remind staff about keeping complainants updated about their complaint.

  • North Yorkshire County Council (21 003 354)

    Category: Education Date: 11-Jan-2022

    Summary

    Mr X and Ms Y complained the Council failed to make ‘reasonable endeavours’ to provide for their son, Z’s, special educational needs during the COVID-19 pandemic. The Council failed to properly consider and make ‘reasonable endeavours’ to arrange Z’s special education when there was an alternative provider available. It also failed to review Z’s personal budget to meet increased costs and to meet other costs Mr X and Ms Y incurred due to fault for which it was responsible. It agreed to apologise, pay these costs and review similar cases.

    Service improvements

    The Council agreed to review other cases of parents who asked for specific alternative special educational or increases in direct payments for special education between May and July 2020. It should review whether it correctly made 'reasonable endeavours' to arrange special education in those cases and whether it correctly applied the Government guidance at the time.

  • North Yorkshire County Council (21 000 357)

    Category: Adult care services Date: 09-Dec-2021

    Summary

    Mrs X complained the Council failed to properly plan for her daughter, F’s, transition from children to adult care services. The Council was at fault. It did not properly plan for F’s transition and failed to issue her amended Education, Health and Care (EHC) Plan naming a post-18 placement in line with statutory timescales. The Council agreed to apologise and pay Mrs X a total of £600 to remedy distress, uncertainty and time and trouble caused. It also agreed to review F’s EHC Plan without delay in preparation for naming her post-18 placement in time for the 2022/23 academic year.

    Service improvements

    The Council agreed to provide us with evidence of webinars and training it carried out with staff as a lessons learnt exercise following the accepted delay in properly planning and preparing for a young person's transition from children to adult care services.

  • North Yorkshire County Council (20 011 880)

    Category: Adult care services Date: 03-Oct-2021

    Summary

    Ms X complained the Council did not explain or provide sufficient information about her stepmother, Mrs D’s respite care home fees or the extension of her stay. We find fault with the Council as it did not provide clear information about care contributions or follow up significant conversations in writing. Mr B and Mrs D have suffered an injustice and the Council has agreed to apologise and pay £150 for the confusion caused.

    Service improvements

    The Council will also share the final decision with staff dealing with care contributions to encourage them to follow up discussions with clear written information about costs.

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