Service improvements

Nottinghamshire County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 10 of 13 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 (22 008 374)

    Category: Education Date: 15-Feb-2023

    Summary

    The complainant (Mr X) said the Council failed to review his son’s (Y) Education Health and Care Plan (EHCP) following the family’s move, failed to ensure delivery of all special educational provisions (SEP) included in the EHCP, failed to follow the right EHCP review process and delayed removing Y from the school roll. We found fault with the Council in parts of Mr X’s complaint. Some of these faults caused Y and Mr X injustice. The Council agreed to apologise, issue Y’s final EHCP within two weeks, refund educational and therapy costs to Mr X, make payment for Y’s lost education and make service improvement within its EHCP review processes.

    Service improvements

    The Council will review its Education Health and Care Plan (EHCP) review process and provide relevant training to the front-line staff and their managers to ensure:• Sending post-review letters within four weeks from the review meeting, notifying of the Council’s position and advising parents/young people of their appeal rights when required, are part of the review process;• Final EHC plans are always issued within eight weeks from the date of the Council sending proposed EHCP amendments to the parents/young people;The Council will provide us with the evidence the above action has been completed.

  • Nottinghamshire County Council (22 005 863)

    Category: Education Date: 29-Nov-2022

    Summary

    Miss X complained the Council has not provided her daughter, Y, with Occupational Therapy (OT) specified in her Education, Health and Care Plan (EHCP) since May 2022. Miss X also complained the Council has not provided a personal budget when she requested this and its communication has been difficult. Miss X says she has been funding Y’s education and this has put financial pressure on her family. Miss X has been put to time and trouble to complain. There was fault in the way the Council communicated with Miss X, delays in dealing with the personal budget request and not providing Occupational Therapy for Y.

    Service improvements

    •Provide the Ombudsman with its policies on EOTAS and personal budgets.

  • Nottinghamshire County Council (22 003 903)

    Category: Education Date: 24-Feb-2023

    Summary

    Ms X complained the Council delayed issuing Child A’s Education Health and Care (EHC) plan and ignored medical professionals. Because of the delay, Ms X said Child A missed specialist pre-school provision between April and early September 2022 and did not have an appropriate setting in place for the new school year. The Council was at fault for the delay in issuing Child A’s EHC plan and not providing Child A with all the provision set out in it. The Council will pay Ms X £300 for frustration caused by the delay and £2400 to acknowledge the missed provision. The Council will provide evidence of the action it is taking to increase educational psychology capacity and specialist school places.

    Service improvements

    The Council is taking action to increase educational psychology capacity and reduce waiting times.The Council is taking action to increase capacity for specialist school places.

  • Nottinghamshire County Council (22 003 087)

    Category: Adult care services Date: 13-Feb-2023

    Summary

    The Council is not at fault for Mrs D’s initial move to a care home. The Council is at fault however for failing to properly consider whether it was in her best interests to remain at the care home. To remedy the complaint the Council should pay Mr C money in recognition of the uncertainty its actions have caused him. It should also remind staff about how and when to complete best interest decisions.

    Service improvements

    Remind staff and if necessary provide training about completing and recording best interest decisions especially when there are several parties with competing interests.

  • Nottinghamshire County Council (22 001 037)

    Category: Adult care services Date: 21-Feb-2023

    Summary

    Miss C has complained about a Home, Council and a Dementia Outreach Service about the care of her late mother, Mrs D. We found fault with the Home with oral care and nutrition and the Council in Mrs D’s move to a new care home. We did not find fault with Dementia Outreach.

    Service improvements

    The Home should remind staff of the importance of following residents' nutrition care plans and when to involve other professionals. It should also consider if any training is necessary for staff The Council should remind its staff of the importance of completing written risk assessments when considering moving residents with dementia to a new care home. It should ensure all officers involved in moving residents are aware of what procedure to follow.

  • Nottinghamshire County Council (21 017 952)

    Category: Adult care services Date: 04-Oct-2022

    Summary

    Mr X complained the Council did not ensure he had adequate care support and left him in unsuitable accommodation. We found no fault in the Council’s decision making on Mr X’s care. But we found fault in the Council’s delay in securing Mr X new accommodation. We recommended the Council apologise and pay Mr X £300 for distress and uncertainty.

    Service improvements

    The Council will review its actions in supporting Mr X to move accommodation from March 2021 to April 2022, consider whether additional monitoring is necessary to ensure cases are progressed and consider whether to update service users on any progress more regularly. It will also notify the Ombudsman of the outcome of its review and any actions taken.

  • Nottinghamshire County Council (21 017 566)

    Category: Adult care services Date: 09-Nov-2022

    Summary

    Mrs X complained about Mr Y’s needs assessments and mental capacity assessment. Also, the care packages and charges for care. We found fault in the mental capacity assessment and care and support plan. We recommended the Council review its training in these areas and ensure Mr Y did not pay for two care workers. The Council has agreed to this.

    Service improvements

    The Council has agreed to review its training around mental capacity and ensure all workers who may need to complete mental capacity assessments, are clear about how these should be completed and recorded.The Council has agreed to review its care and support planning training and ensure all care and support plans are based on evidence and an accurate needs assessment.The Council has agreed to sample twenty care and support plans with at least five by social worker A, and check for accuracy and evidence

  • 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.

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