Service improvements

North Yorkshire County Council

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 - 3 of 3 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 (21 000 357)

    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.

  • North Yorkshire County Council (20 005 510)

    Category: Adult care services Date: 27-May-2021

    Summary

    The Council was at fault for billing Mr P care following a period of intermediate care which is free of cost up to a period of six weeks. This is because the Council delayed in conducting a financial assessment to determine what relevant costs Mr P would need to contribute for the additional care beyond the intermediate care. Further, the Council failed to specify what costs, if any, would be involved prior to the financial assessment. This caused Mr P to incur unexpected charges and so the Council has agreed to waive these.

    Service improvements

    Review its practices as regards to the reliance on a three-day notice period for the cancellation of care in the absence of any expressed agreement for the provision of that care. Waive the full balance for the care provided.Ensure people are given an indication of what their care may cost as soon as possible, and ideally before they begin receiving it.

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