Case Ref: 18 016 351 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to work with a Care Provider to ensure: - it has satisfactory procedures in place to ensure the safe administration of medication to users of its services; - it has satisfactory training in place to ensure the safe moving, handling and transfers of users of its services; - it keeps adequate records on its client files of such matters as the user of services’ preference for care workers of a specific gender; how it records concerns or complaints from users of services including those brought to its attention by the Council; - it undertakes prompt investigation into any concerns raised about the practice of individual care workers.
• The Council has also agreed to take steps to ensure more effective investigation into concerns about care provided on its behalf by domiciliary care providers. This will encompass ensuring that: - its social care staff ensure investigation of concerns raised by users of services which allege serious failings in a Care Provider’s service; - its social care staff maintain oversight where they have asked a Care Provider to look into a user of service’s concern; - officers asked to respond to complaints are reminded of the need to respond to the individual concerns around poor care raised by complainants; as well as considering broader questions of care provider’s policy and practice; • it avoids communication breakdowns between its social care and contracts team.