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 11 - 18 of 18 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 (21 014 715)

    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 (21 009 745)

    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 (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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