Service improvements

Sheffield City 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 - 8 of 8 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Sheffield City Council as a CSV file.

  • Sheffield City Council (25 011 382)

    Category: Adult care services Date: 16-Jun-2026

    Summary

    The Council delayed assessing and meeting Mr X’s eligible care and support needs under the Care Act 2014, causing him avoidable stress and difficulty

    Service improvements

    The Council will review its procedures to ensure care assessments are completed within a reasonable timescale and that identified eligible needs are met without unnecessary delay.The Council will remind relevant staff of the Council’s duties under the Care Act 2014 and associated statutory guidance, particularly the duty to meet eligible needs and the importance of keeping care and support arrangements under review.

  • Sheffield City Council (24 018 754)

    Category: Adult care services Date: 12-May-2026

    Summary

    Mrs X complained the Council delivered poor care to her late father, Mr Y. We found the Council was at fault in how it managed the provision of Mr Y’s mattress and his repositioning, and in its record keeping of medication administration. This caused Mrs X frustration and avoidable uncertainty. The Council will apologise to Mrs X and make a symbolic payment to recognise the distress caused.

    Service improvements

    The Council will remind the Care Home of its statutory obligation to retain care records of its residents.The Council will work with the Care Home to ensure that all Medication Administration Record chart and repositioning records are accurately recorded and legible.The Council will review its complaint-handling procedures for commissioned care homes to ensure that responses are not solely based on information provided by care providers, and that any information gaps are promptly identified and addressed.

  • Sheffield City Council (24 010 548)

    Category: Adult care services Date: 28-Apr-2025

    Summary

    Mr X complains the Council failed to provide clear information about charges for his late father’s care, did not properly investigate instances of overcharging and its response to his complaint was significantly delayed. We found there was fault in the information provided. We also found the investigation was not sufficient. We found the complaint response was late and insufficiently detailed. We recommended an apology, a further payment and actions to address the charging concerns Mr X raised.

    Service improvements

    The Council should review further with the care provider why carers are, at times, logging into care visits prior to their arrival at a given property. They should review the requirements of the contract and consider implementing the requirement to log into properties using the service users telephone or a chip kept at the property. It should write to us to explain the action it will take to address this.

  • Sheffield City Council (24 005 127)

    Category: Adult care services Date: 04-Feb-2025

    Summary

    The Council’s contracted care agency, Hallam24 Healthcare, failed to provide adequate home care to Mrs C. The Council also delayed carrying out a care review and informing her daughter, Miss B of the outcome of its safeguarding investigations. The Council was at fault for its delays and lack of communication, and for the poor standard of care given to Mrs C. Because of the fault, Mrs C suffered a lack of care, and it caused uncertainty, stress and worry to Miss B. The Council has agreed to apologise to Miss B, make a symbolic payment, issue staff briefings and provide staff training.

    Service improvements

    The Council will issue a staff briefing to remind Council and Hallam24 Healthcare staff, where relevant, of the importance of:•reassessing and completing reviews of care plans in a timely manner;•following care plans; and•raising concerns about care plan tasks when necessary to avoid tasks being uncompleted.This will help to ensure all care needs of service users are met and reviewed in a timely manner, without delay.The Council will provide staff training about good communication when making and communicating decisions to service users. This will help to ensure clarity and avoid confusion when the Council is making and communicating decisions to service users.

  • Sheffield City Council (23 015 273)

    Category: Adult care services Date: 29-Oct-2024

    Summary

    Mrs Y complains about how the Council dealt with her mother’s National Health Service(NHS) joint package of health and social care and her care charges. There was fault by the Council which caused injustice to Mrs X and Mrs Y. The Council has agreed to remedy the outstanding injustice caused to Mrs Y.

    Service improvements

    By training or other means remind relevant staff of the importance of adhering to the Council’s complaint policy times.

  • Sheffield City Council (23 007 943)

    Category: Adult care services Date: 17-Jan-2024

    Summary

    Mr X complained that the Council refused his application for a Blue Badge. We found the Council incorrectly interpreted the guidance in failing to give Mr X the opportunity to provide supporting information from his GP. In recognition of the injustice caused, the Council has agreed to invite Mr X to submit information from his GP in support of his application and to reassess the application considering all the information provided.

    Service improvements

    The Council has agreed that it will review its Blue Badge Scheme policy to ensure it complies with national guidance.

  • Sheffield City Council (23 004 629)

    Category: Adult care services Date: 15-Feb-2024

    Summary

    Mrs X complains the Council’s care provider, Valley Wood care home, failed to look after her late mother properly causing avoidable distress. Valley Wood’s care planning did not take account of all Mrs Y’s needs. The support it provided was not always in line with her assessed needs. It has been unable to provide Mrs Y’s medication administration records. The Council needs to apologise to Mrs X and pay her £250 for the distress she has been caused.

    Service improvements

    The Council has agreed to work with Valley Wood care home to identify the action it needs to take to ensure:a) it does not overlook the need to prompt people to take fortified drinks and documents this properly;b) its staff have access to people’s care plans and follow them when delivering care; andc) care records are not misplaced after someone has left the care home.

  • Sheffield City Council (21 001 107)

    Category: Adult care services Date: 04-Jan-2022

    Summary

    Ms C complained about the way the Council responded when she asked the Council to carry out a needs assessment for her father. She said this caused her distress. We found there was fault with the way the Council eventually carried out the needs assessment. The Council has agreed to apologise for this to Ms C and review the way it plans and carries out (refresher) training for its staff on carrying out such assessments.

    Service improvements

    The Council has agreed to review the way it plans, records and monitors (refresher) training of adult social care staff who are responsible for carrying out needs assessments.

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