Case Ref: 20 014 052 Category: Adult care services Sub Category: Residential care

• 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 Home
• The 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.

Case Ref: 20 010 883 Category: Adult care services Sub Category: Other

• The Council has agreed to invite Mrs X and the other attendees of the Moving On service to take part in the current strategic review consultation. This should include face to face options if possible.
• The Council has agreed to ensure that outcomes to consultations properly reflect the information collected.
• The Council has agreed to ensure it always considers individual communication needs when consulting and provides information in an accessible way to all relevant people where possible.
• The Council has agreed to ensure that analysis of information is accurate and properly considered before acting on findings.

Case Ref: 20 009 633 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to increase audit processes and random sample the electronic information supplied by care providers on the care delivered to ensure charges are accurate.
• The Council has agreed to refund anyone who has been overcharged by Comfort Call Tameside at Mr Y’s extra care housing.

Case Ref: 20 009 537 Category: Adult care services Sub Category: Charging

• The Council has agreed to take the following actionsl: Consider a review of its charging policy, particularly in relation to the charges for short term residential care and whether a financial assessment should be offered.
• Remind staff of the regulations and statutory guidance relating to DRE and the assessment of income.

Case Ref: 20 008 484 Category: Adult care services Sub Category: Residential care

• The Council has agreed to make relevant Adult Social Care staff aware of the need to invite family representatives to Continuing Health Care checklist assessments where appropriate.

Case Ref: 20 005 610 Category: Children's care services Sub Category: Friends and family carers

• The Council will review all child arrangement orders made since May 2017
• The Council will reviews its decisions not to proceed with complaint escalation requests since May 2017

Case Ref: 20 005 471 Category: Adult care services Sub Category: Residential care

• The Council will ensure the Care Provider involved in this complaint reminds staff they should seek medical advice as soon as possible after a resident falls.
• The Council will ensure the Care Provider involved in this complaint reminds staff they should record when a resident refuses support with personal care and what action is taken in response.

Case Ref: 19 015 332 Category: Adult care services Sub Category: Charging

• The Council has agreed to identify the action it needs to take to make sure it provides people with clear information about their charges and does not invoice people for charges for which there is no justification.

Case Ref: 19 014 618 Category: Adult care services Sub Category: Assessment and care plan

• Remind relevant staff that there is no requirement for carers to be the main carer or to provide care for 35 hours a week to be eligible for carer’s support.