Service improvements

Nottinghamshire County Council

Showing service improvements between 1 April 2023 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 1 - 7 of 7 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 (23 011 077)

    Category: Education Date: 26-Feb-2024

    Summary

    Mrs X complained the Council failed to properly assess her child’s Education, Health, and Care needs within statutory timescales. There were delays which caused avoidable distress for Mrs X and her child. The Council agreed to pay a financial remedy to Mrs X. It will also provide an update to the Ombudsman about the progress it has made in clearing its backlog for Education, Health, and Care needs assessments.

    Service improvements

    The Council agreed to provide an update to the Ombudsman about the progress it has made in clearing its backlog for Education, Health, and Care (EHC) needs assessments. This will include a copy of its latest updated action plan to increase Educational Psychologist capacity and reduce waiting times for EHC assessments.

  • Nottinghamshire County Council (23 001 921)

    Category: Adult care services Date: 15-Nov-2023

    Summary

    We found fault with the care provided to Mrs C by a GP Practice and a care home acting on behalf of the Council. This leaves her daughter, Ms B, with significant uncertainty as to whether the outcome of Mrs C’s care might have been different with appropriate care. The Practice and Council will apologise to Ms B and pay her a financial sum in recognition of the impact of this fault on her. They will also explain what action they will take to prevent similar omissions occurring in future.

    Service improvements

    The Council will explain what action it will take to support the care home to put in place appropriate tools for care staff in how to recognise, record, and promptly respond to, deterioration in a resident's condition.

  • Nottinghamshire County Council (22 017 740)

    Category: Education Date: 28-Aug-2023

    Summary

    There was delay in finalising an EHC plan in 2021 and 2022 and a failure to respond to a request for statutory reassessment. This caused distress, frustration, time and trouble and delayed a right of appeal by eight months. The Council will apologise, make a symbolic payment and carry out service improvements.

    Service improvements

    The Council will remind officers about the importance of completing Education, Health and Care plan annual reviews on time and of providing written decision letters with appeal rights where required.The Council should review whether it has adequate diary and reminder processes in place for officers to keep track of missed deadlines or missing documents.

  • Nottinghamshire County Council (22 016 518)

    Category: Education Date: 20-Jul-2023

    Summary

    Mrs F complained the Council failed to find a suitable special school and put in place suitable alternative provision for her daughter when her school could no longer meet her needs. The Council agreed it was at fault and proposed a remedy. We found its remedy was not enough to acknowledge the loss of educational provision its faults caused Mrs F’s daughter. The Council agreed with our recommendations.

    Service improvements

    The Council will share with the Ombudsman evidence it has completed its proposed service improvement recommendations, which were to:•recruit additional staff to its SEND Team to effectively manage caseloads;•review and refine its current Education, Health and Care plan system and processes, including how it consults with school and reaches its decisions on placements; •improve the way it tracks and monitors children and young people who are not in school full-time or receive alternative provision; and •ensure all its staff has the knowledge and skills to enable them to have greater accountability for children with Education, Health and Care plans they are responsible for.

  • Nottinghamshire County Council (22 013 566)

    Category: Education Date: 23-Apr-2023

    Summary

    Mrs X complains about the way the Council handled her daughter’s Education, Health and Care Plan. We find fault with the Council for delay, failing to communicate with Mrs X and failing to secure the provision specified. This caused frustration and distress to Mrs X and meant her daughter did not get the educational provision she should have. We have agreed service improvements and financial remedies for the injustice caused.

    Service improvements

    The Council should monitor our previous recommendations to ensure compliance.Within three moths the Council should ensure Special Education Needs staff send post-review letters within four weeks from the review meeting, notifying of the Council’s positionWithin three moths the Council should ensure Special Education Needs staff issue final Education Health and Care Plan’s within eight weeks of the date of the Council sending proposed EHCP amendments to the parents/young people, andWithin three months the Council should ensure Special Education Needs staff check the provision in new and amended Education Health and Care Plan’s is being delivered.

  • Nottinghamshire County Council (22 012 554)

    Category: Education Date: 19-Oct-2023

    Summary

    Ms X complained the Council delayed in assessing her son’s needs and issuing his Education, Health and Care plan and failed to secure all of the provision in her son’s Education, Health and Care plan. Ms X also complained about the level of communication she received from the Education Other than at School service. We have found the Council at fault which caused injustice to Ms X and her child as her child missed out on some provision and Ms X had to wait longer to challenge her child’s final Education, Health and Care plan. To remedy the injustice caused the Council agreed to apologise, make a payment to Ms X for the loss of provision to her child and the distress she experienced.

    Service improvements

    Remind the teams involved with this case of the Council’s communication standards and take whatever steps necessary to ensure the teams are putting this in place.

  • Nottinghamshire County Council (22 012 177)

    Category: Adult care services Date: 23-Apr-2023

    Summary

    Ms Y complained the Council failed to pay her son, Mr X, the correct amount of money to allow him to commission his care through direct payments. The Council was at fault. This caused Mr X and Ms Y frustration and meant Mr X was underpaid. The Council will apologise to Ms Y and Mr X, pay Mr X the money he should have received, and pay Ms Y and Mr X £100 each in recognition of the injustice they experienced. The Council will also carry out training to ensure staff are aware they should update care and support plans without delay, so people know what money is available to them to commission their care.

    Service improvements

    The Council will remind relevant staff that when there is a change to a person's care arrangements, including the amount of care they receive or the value of their personal budget, they should update the care and support plan without delay.

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