Service improvements

Nottinghamshire 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 - 6 of 6 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 (21 000 697)

    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.

  • Nottinghamshire County Council (20 008 978)

    Category: Adult care services Date: 13-Oct-2021

    Summary

    Mrs X complained about the residential care provided to her late father, Mr Y by M & M Care Limited. He received significant injuries and the family was given conflicting information. This caused them significant upset and distress and they would like to understand how this happened and ensure it does not happen to others. We find the Care Provider failed to follow Mr Y’s care plan and this led to the significant injuries. We are satisfied sufficient action has been taken to prevent, as far as possible, this happening to others. Mrs Y and Mrs X do not want any financial remedy, so the Council has agreed to apologise and follow up when a safeguarding enquiry involves someone it placed.

    Service improvements

    The Council has agreed to ensure that, when a safeguarding enquiry in another area involves someone placed by the Council, it follows up to ensure it is involved where appropriate. It should also ensure it receives information about what happened to the person to enable it to properly support the person and their family.

  • Nottinghamshire County Council (20 006 041)

    Category: Adult care services Date: 18-Oct-2021

    Summary

    We do not consider Nottingham and Nottinghamshire Clinical Commissioning Group acted with fault when it withdrew Mr U’s night-time funding from a jointly funded care package with Nottinghamshire County Council. However, both organisations acted with fault handling Mr U’s complaints. That caused him significant time and trouble which they should remedy with a financial payment and service improvements.

    Service improvements

    The Council and CCG should ensure there is a process so that both organisations can jointly address complaints about jointly funded care packages.The Council should ensure all relevant staff are aware of their responsibilities to not delay complaint investigations.

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