Service improvements

Nottinghamshire County Council

Showing service improvements between 1 April 2021 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 31 - 40 of 42 cases with service improvements

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

  • Nottinghamshire County Council (21 016 609)

    Category: Children's care services Date: 23-May-2022

    Summary

    Mrs Y complains about the lack of support provided by the Council in respect of her nephew who has complex learning difficulties. The Council upheld Mrs Y’s complaint and offered a remedy at the first stage of the statutory children’s complaints procedure. When Mrs Y asked the Council to progress her complaint to the second stage of the complaints procedure the Council refused. This is fault. The Council has agreed to progress the complaint, apologise to Mrs Y and remind the relevant staff about the regulations and guidance.

    Service improvements

    The Council will remind staff dealing with complaints that, in line with the regulations and guidance, complainants are entitled to pursue their complaints through the statutory process, even when the Council has provided a remedy at stage one. The Council should share the LGSCO’s ‘Guide for Practitioners’ with relevant staff members

  • Nottinghamshire County Council (21 015 106)

    Category: Transport and highways Date: 09-Nov-2022

    Summary

    Mr C complains the Council is failing to determine definitive map modification applications in a timely way which may adversely affect the available evidence and has caused him unnecessary time and trouble. We have found fault by the Council in failing to meet deadlines set but consider the agreed action of a review of measures to address the backlog of applications provides a suitable remedy.

    Service improvements

    The Council will complete a review of the changes to its Definitive Map Modification Order service to assess the impact of its additional resource and system improvements to ensure this action is effective in helping the Council to reduce the backlog of definitive map modification applications.The Council will report the findings of its review of the changes to its Definitive Map Modification Order service to councillors and seek approval for any additional changes identified as necessary to further reduce the backlog of definitive map modification applications.The Council will provide an update every six months to councillors on its progress in reducing the backlog of definitive map modification applications for the next two years.

  • Nottinghamshire County Council (21 014 715)

    Category: Adult care services Date: 18-Oct-2022

    Summary

    The Council was at fault when it failed to provide Mr X with affordable options for his parents, Mr and Mrs P’s, care placements. As a result, Mr X was denied the option to choose between a care home with no top up fee and a more affordable one. The Council has agreed to repay, or write off, the top ups Mr X has paid or owes and make service improvements. There was no fault in how the Council decided to take the value of the Mr and Mrs P’s property into account when deciding what they could afford to pay for their care. There was also no fault in the support provided to Mrs P before she was admitted to the Care Home, its actions in relation to falls experienced by Mr and Mrs P or the information in their care plans about their mobility. However, the Care Home was at fault when it failed to update Mr and Mrs P’s next of kin, Mr X, about these and other incidents. Although Mr X was not caused a significant injustice, the Council should make service improvements to prevent a reoccurrence.

    Service improvements

    The Council agreed to remind relevant officers of the statutory requirement to offer at least one available and affordable care home placement.The Council agreed to remind staff at a Care Home of the need to have communication plans in place for residents to ensure next of kin and families are updated appropriately on incidents or changes in their care.

  • Nottinghamshire County Council (21 014 425)

    Category: Adult care services Date: 06-Jul-2022

    Summary

    We found fault with the Council for a delay in Mr Y’s financial assessment and failing to provide information to allow him to make an informed decision about his home care. The Council agreed actions to remedy the injustice to Mr Y.

    Service improvements

    • Review its procedure to ensure that any phone calls about financial assessments, contributions and personal budgets are confirmed in writing.

  • Nottinghamshire County Council (21 010 513)

    Category: Education Date: 19-Jun-2022

    Summary

    Miss X complained the Council did not provide a suitable alternative education for her daughter, Y, when she was out of school. Although the Council was not aware initially that Y was out of school, it was at fault for not checking the support in Y’s Education Health and Support plan was in place, enabling her to return to school, and delays in identifying a new school when it became clear this was needed. As a result, Y missed out on education from March 2020 to July 2021. It should review its processes and make a payment to remedy the injustice caused.

    Service improvements

    The Council will review its process for Education Health and Care assessments and plans to ensure there is a consistent point of contact for families of children with special educational needs and reduce delays in consulting with schools.The Council will review its processes to ensure it monitors annual reviews for children and young people with Education Health and Care plans, and follows up with schools where it has not received annual review records on time.The Council will review its processes to ensure it checks the provision in new and amended Education Health and Care plans is being delivered, and that it checks plans for reintegrating children into schools have been successful, providing further advice and support if needed.The Council will review its processes to ensure it responds to complaints in line with the timescales in its complaints policy.

  • Nottinghamshire County Council (21 009 745)

    Category: Adult care services Date: 14-Sep-2022

    Summary

    We uphold Mrs J’s complaint about the care and treatment provided to her husband by the Council and the Trust. We found fault with the handling of Mr J’s discharge, the management of his care and needs and consideration of Mrs J’s needs as a carer. This fault caused Mr and Mrs J significant distress. The Council and Trust will apologise to Mr and Mrs J and pay a financial remedy. They will also take action to prevent similar problems occurring in the future.

    Service improvements

    The Trust will review its pressure area management to ensure that patients are being repositioned as requiredThe Council and Trust will review processes to ensure a robust procedure is in place to ensure a person's needs are regularly reviewed throughout their admission and care planning is updated as needed.The Council and the Trust will review processes to ensure a person's care needs and options are fully discussed with the person and their family/carer prior to dischargeThe Council and the Trust will review processes to ensure staff are aware of the need to involve family members/carers in the discharge process, including properly considering their views and any arising carer needs

  • Nottinghamshire County Council (21 000 697)

    Category: Education Date: 11-Feb-2022

    Summary

    Miss Y complains the Council failed to follow the correct process when carrying out an annual review of her Education, Health and Care Plan. She complains the Council failed to provide her special educational provision in full while it finalised her Plan. She says this caused her significant distress and uncertainty. We have decided to uphold Miss Y’s complaint because there was fault causing injustice. To remedy this, the Council has agreed to apologise to Miss Y and her parents and make Miss Y a payment. The Council has also agreed to make several service improvements.

    Service improvements

    Within three months of my final decision, the Council has agreed to make the following service improvements: a) circulate a reminder to relevant staff on when an amendment notice should be sent to parents/guardians and a young person following an annual review, including the deadline for sending this and information to provide; b) review its Preparing for Adulthood transition policy to ensure it includes clear information on: the requirement to carry out a transition assessment of care and support needs and when this should take place, as well as how staff should ensure annual reviews include a focus on preparing young people for adulthood from Year 9. The Council should provide training on its transition policy to relevant staff following this review; and, c) circulate a reminder to relevant staff of the requirement to invite a social care representative to annual review meetings and the importance of attending.

  • Nottinghamshire County Council (20 013 881)

    Category: Adult care services Date: 17-Aug-2021

    Summary

    Mr B complained the Council wrongly assessed his mother as having ‘notional capital’ to pay for care following a series of gifts and a property transfer she made between 2014 and 2017. We uphold the complaint, finding the Council has not taken account of relevant matters in its decision. This has caused Mr B distress because of the uncertainty created. The Council accepts these findings and has agreed action to remedy this injustice, including carrying out a review of its decision.

    Service improvements

    The Council agreed to issue a briefing to all staff who make financial assessments to remind them of the requirements necessary to make a robust decision when it suspects someone has ‘notional capital’ resulting from a deprivation of assets.

  • Nottinghamshire County Council (20 013 237)

    Category: Adult care services Date: 14-Oct-2021

    Summary

    Ms X complained about how the Council assessed her mother Ms Y’s care and support needs and about how it handled the financial assessment and Ms Y’s financial contribution. There was no fault in the way the Council assessed Ms Y’s care needs, in the support it identified she required or in the way it assessed her financial contribution. The Council was at fault for delays in notifying Ms Y of her contribution, for delays in responding to Ms X and for the way it recouped an overpayment which left Ms Y without sufficient funds to pay for her care. The Council has agreed to waive four weeks of Ms Y’s contribution and make a payment to Ms X to acknowledge the distress and frustration caused. It has also agreed to review its processes to prevent a recurrence of the faults identified.

    Service improvements

    The Council will review its procedures to ensure there is a suitable arrangement in place to manage direct payments and responsibilities are clearly understood where, due to exceptional circumstances, a family member is providing paid care.

  • Nottinghamshire County Council (20 009 398)

    Category: Adult care services Date: 23-Aug-2021

    Summary

    Mr and Mrs X complained about poor transition planning for their daughter, Miss Y, when she moved from children’s to adult support services, including the withdrawal of support services. The Council was at fault for its inconsistent communication about whether it would extend the overnight stays arranged by children’s services beyond age 18, and for flaws in its complaints handling. The Council took appropriate steps to identify support for the family during the COVID-19 pandemic.

    Service improvements

    The Council was at fault for its inconsistent communication about whether it would extend overnight stays arranged by children's services beyond age 18. It will review the case to consider what lessons it can learn in terms of joint working between children's and adult teams.The Council was at fault for flaws in its complaints handling. It will review its processes to ensure it considers complaints about children's services using the children's statutory complaints process.

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