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 21 - 30 of 42 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 (22 013 566)

    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.

  • 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

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