Service improvements

Rochdale Metropolitan Borough 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 - 6 of 6 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Rochdale Metropolitan Borough Council as a CSV file.

  • Rochdale Metropolitan Borough Council (25 010 304)

    Category: Adult care services Date: 19-Jul-2026

    Summary

    Ms X complains the Council failed to properly manage and respond to issues arising between her brother, Mr Y, and another resident at the supported living accommodation they shared.

    Service improvements

    The Council also agreed to circulate learning from this investigation and review its safeguarding procedures to ensure officers appropriately engage with family members and authorised representatives, and share information in a timely manner, with any decision to withhold or redact information properly justified and clearly recorded.

  • Rochdale Metropolitan Borough Council (24 009 635)

    Category: Adult care services Date: 06-Apr-2025

    Summary

    Mr X complains about the Council’s failure to backdate his personal budget to 8 April, when he moved out of the family home. The Council failed to consider exercising its discretion to allow Mr X to employ his mother as his personal assistant when he was still living with her. But this did not cause injustice to Mr X as there were other option open to him. Nevertheless, the Council has plans to take action which will ensure officers are aware of the scope to exercise the Council’s discretion.

    Service improvements

    The Council has agreed to consider what changes it needs to make to ensure officers, including locum members of staff, are aware of the scope to exercise discretion over using direct payments to employ a close family member living in the same household as a personal assistant.

  • Rochdale Metropolitan Borough Council (24 002 363)

    Category: Adult care services Date: 20-Feb-2025

    Summary

    Mr C complains about delays in adaptations for his father, Mr D. The Council is at fault for failing to properly approve a grant application and in its communication with Mr C. This has resulted in delays in Mr D’s adaptations, and caused Mr C frustration, time and trouble. To remedy the complaint the Council has agreed to make an apology, symbolic financial payment and service improvements.

    Service improvements

    The Council will provide an update on the lessons learnt actions it has agreed to take.

  • Rochdale Metropolitan Borough Council (23 011 518)

    Category: Adult care services Date: 02-Jun-2024

    Summary

    Ms Y complained on behalf of Mrs X about the time taken by the Council to complete adaptations to Mrs X’s home. We have found the Council at fault for delaying completing adaptations to Mrs X’s property. As a result, Mrs X has lived in her home without adaptations she needed. To remedy the injustice caused the Council agreed to apologise, make a financial payment to Mrs X and Ms Y and look at how it could improve its procedures around communication.

    Service improvements

    Provide the Ombudsman with confirmation as to what changes it has made to its communication process for Disabled Facilities Grants, following the review it carried out after this complaint.

  • Rochdale Metropolitan Borough Council (22 007 579)

    Category: Adult care services Date: 12-Sep-2023

    Summary

    Mrs X complained the Council commissioned care home, failed to provide her mother, Mrs Y, with appropriate care and support which led to a hospital admission and the Council failed to carry out a safeguarding investigation about this. The care provider was at fault for poor record keeping. The Council was also at fault for poor communication, failure to undertake a formal safeguarding investigation and delays in responding to Mrs X’s complaint. This caused Mrs X and Mrs Y distress, frustration and uncertainty. The Council has agreed to apologise, make a payment and provide evidence it has undertaken further staff training in safeguarding.

    Service improvements

    The Council has agreed to provide safeguarding refresher training to relevant adult social care staff.

  • Rochdale Metropolitan Borough Council (20 014 052)

    Category: Adult care services Date: 07-Feb-2022

    Summary

    Mr B and Mr C complain about the care their late mother Mrs D received from a Council-funded care home, from district nurses and from a mental health outreach team. They also complain the Council delayed re-assessing her needs. We found the Home failed to properly manage Mrs D’s leg condition and her continence needs. The Home and Council delayed too long in arranging to re‑assess Mrs D’s care needs. Mrs D is likely to have suffered preventable harm and distress due to these faults. The Council has agreed to apologise to Mr B and Mr C for the distress they have suffered, and to work with the Home to make service improvements. We did not find fault in Mrs D’s care from the district nurses or mental health outreach team.

    Service improvements

    The Council will explain what action it has taken with the Care Home (under new ownership and management) to ensure it provides care in line with CQC fundamental standards, addressing the learning identified by this complaint about: arranging for prompt re-assessment of needs by the Council, where a resident’s needs have changed significantly and the Home considers it is no longer able to safely meet their needs arranging for assessment of a resident’s potential eligibility for NHS Funded Nursing Care or Continuing Healthcare through completion of an NHS Continuing Healthcare Checklist, where the resident’s needs indicate they may have health needs needing nursing care putting temporary care interventions in place at the Home whilst awaiting a re-assessment of a resident’s needs, such as obtaining specialist input from district nurses / tissue viability nurses / continence specialists / GP's, to ensure that as far as possible the resident’s needs continue to be met at the HomeThe Council will explain what steps it has taken to ensure requests for re-assessments of a care home resident's needs do not ‘fall between the cracks’ and get overlooked.The Council will produce and share a SMART action plan setting out the action it has taken, itself and with the Care Home, to prevent a recurrence of the failings in this case. The failings relate to not properly managing a Care Home resident's leg condition and continence needs, and delaying too long in arranging to re-assess the resident's care needs.

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