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 1 - 10 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 (24 017 207)

    Category: Adult care services Date: 13-Apr-2026

    Summary

    There was fault in some actions of the commissioned care provider which caused injustice. There was also some fault in the Council’s record-keeping for which it has apologised, but which legitimately caused Ms A anxiety and it agrees to go further to recognise that. There is no substantive evidence the Council failed to investigate Ms A’s safeguarding concerns, although it gave less weight to them than she wished.

    Service improvements

    The Council will review its requirements for minuting meetings.The Council will review its management of relationships between care providers and relatives.

  • Nottinghamshire County Council (25 000 184)

    Category: Adult care services Date: 25-Nov-2025

    Summary

    The Council failed to carry out a new mental capacity assessment when it changed its view on Mr Y’s capacity to decide on his care needs. This delayed Mr Y’s planned move to residential care causing Mr Y’s daughter, Miss X, distress and uncertainty. The Council has agreed to apologise and review its processes.

    Service improvements

    The Council failed to carry out a new mental capacity assessment when it changed its view on a person's capacity to decide on their care needs. The Council has agreed to review its processes and train staff to ensure if there is a change in its assessment of someone’s capacity, this is based on a mental capacity assessment.

  • Nottinghamshire County Council (24 021 386)

    Category: Adult care services Date: 09-Oct-2025

    Summary

    There was fault in the care provided to Mrs D, particularly in relation to falls prevention, record keeping and keeping Mrs D safe from other residents. This has caused an injustice and the Council has agreed to apologise, reduce the invoice and carry out a service improvement.

    Service improvements

    Remind Home 1 to ensure that care plans are adhered to.Remind Home 1 and Home 2 of the importance of good record keeping.

  • Nottinghamshire County Council (24 010 840)

    Category: Adult care services Date: 15-May-2025

    Summary

    Mrs X complained about the Council’s role in supporting her late mother Mrs Y to move from a care home to live with her in another council’s area. The Council was at fault for poor communication and delay. The Council has agreed to apologise and make a payment to Mrs X to acknowledge the frustration and distress she was caused and pay some of the care fees for the extra weeks Mrs Y remained in the care home due to the Council’s delays and poor communication.

    Service improvements

    The Council has agreed to share the decision with relevant Adult Social Care staff at team meetings and discuss the learning from the case regarding the support provided to care home residents who are able to make their own decisions and want to go home.

  • 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 (22 012 177)

    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.

  • 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

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