Service improvements

Somerset County Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 11 - 12 of 12 cases with service improvements

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

  • Somerset County Council (22 001 872)

    Category: Adult care services Date: 15-Jun-2023

    Summary

    Mr X complained the Council delayed carrying out adaptations required by his mother, Ms Y, to meet her care needs. The Council was at fault for the delay in carrying out the adaptations and for poor communication. It has agreed to apologise to Mrs Y and pay her £3850 to acknowledge the distress, frustration and impact upon Mrs Y’s dignity this caused. It has also agreed to review its procedures.

    Service improvements

    The Council has agreed to review its procedures to ensure: those awaiting adaptations are informed of the likely timescales involved and any possible delays;officers keep in regular contact with all those awaiting a Disabled Facilities Grant for housing adaptations. It will aim to provide them with an update on progress every two months; and officers maintain accurate records of contact with applicants.

  • Somerset County Council (21 018 126)

    Category: Education Date: 20-Aug-2023

    Summary

    Mrs X complained about how the Council provided for her son, Mr Y’s, special educational needs. There was fault in how the Council included details of direct payments in Mr Y’s Education Health and Care plans, how it took too long to amend the plan after a review and communicated with her poorly. This caused Mrs X and Mr Y avoidable uncertainty and distress. It also raised Mrs X’s expectations about what direct payments the Council would make. The Council agreed to apologise, pay a financial remedy and improve its practices.

    Service improvements

    The Council agreed to review the arrangement for communication between its special educational needs and children with disabilities teams. It should ensure it has a joined-up, cooperative approach to assessing the needs of children with Education Health and Care plans.The Council agreed to review its procedures for investigating complaint which involve several Council service to ensure it takes a coordinated approach to investigating and responding to such complaints.The Council agreed to review the training needs of its education and social care teams about the communication needs of Deaf people. If its review identified a need, it will arrange suitable training.

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