Service improvements

Somerset County Council

Showing service improvements between 1 April 2021 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 1 - 10 of 10 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 (22 010 348)

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

    Summary

    The Council is at fault for failing to properly assess, review and put in preventive measures to support a person with complex needs. To remedy the complaint the Council has agreed to apologise to Mr C and make a symbolic payment to reflect the service failure, distress and uncertainty caused by the Council’s faults. It will also work with Mr C to assess and plan future services for him, review procedures and remind staff about the importance of assessment and support planning.

    Service improvements

    Remind staff about the importance of providing all relevant information about a person’s needs when commissioning care and of providing an assessment and support plan.Remind staff about reviewing support packages within the statutory timescales and when a person’s circumstances change.Ensure staff supporting people with autism via commissioned services are appropriately trained in autism.Through contract monitoring with Lifeways ensure processes are in place so: -1. assessments and support plans are in place for service users;2. staff are aware and complete risk assessments when they are needed;3. staff are aware of when to complete incident reports and the forms used are fit for purpose;4. systems are in place so staff are aware and can use behavioural support tools effectively;5. there are consistent contracts in place which outline the steps needed before someone is given notice.Review the Council’s contracting in general to ensure as far as possible contracts are in place and are routinely reviewed so they are consistent in how and when care providers can give notice. This may involve considering and reminding departments of their responsibilities towards contract compliance and the way they are interlinked. Once this is completed remind staff about the notice period required and the steps organisations need to take before they can evict someone.

  • 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 (22 001 565)

    Category: Adult care services Date: 30-Nov-2022

    Summary

    Ms C complains the Care Provider acting on behalf of the Council failed to provide acceptable care to her late grandfather. The Care Provider is at fault for failing to properly record medication, nutrition, and wound interventions. Care staff did not always act professionally or adequately support Mr D when he was vulnerable. To remedy the complaint the Council has agreed to ensure the Care Provider makes procedural changes, provide staff training, and pay Ms C £500 to acknowledge her avoidable time, trouble, distress, and uncertainty.

    Service improvements

    The Council should, through its commissioning role provide evidence:- the Care Provider has systems in place to monitor equipment and cleaning of rooms;The Care Provider had provided information to senior care staff about NHS Continuing Healthcare, when it is applicable and when to make a referral;The Care Provider has systems in place so care records are accurate, reviewed and there is a correlation between advice given and action taken. This particularly applies to wound care, medication changes and nutrition monitoring;The Care Provider supports staff with training about the need to properly record interventions and supporting residents with dignity and respect;The Care Provider has systems in place so that resident’s property and clothing is properly managed; and complaint responders understand the requirement to respond to all substantive parts of a complaint.

  • Somerset County Council (21 017 097)

    Category: Adult care services Date: 02-Oct-2022

    Summary

    Miss X complains about how the Council has dealt with her occupational therapy assessment. The Council is at fault as it delayed in carrying out an occupational therapy assessment, delayed in pursuing the recommendations of the assessment and delayed in responding to Miss X’s complaint. The delays caused distress, frustration and avoidable time and trouble to Miss X which the Council has agreed to remedy by apologising and making a payment of £1000 to her and taking further action.

    Service improvements

    By training or other means, reminds officers in the occupational therapy section of the Council’s timescales for replying to complaints to prevent the delays experienced by Miss X for recurring.Draw up an action plan, including timescales, to address the excessive delays in carrying out occupational therapy assessments and following up the recommendations of the assessments. The Council should provide a copy of the action plan to the Ombudsman

  • Somerset County Council (21 016 160)

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

    Summary

    Mrs F complains about the council commissioned care her late father received at Camelot House and Lodge nursing home. Mrs F says poor care at the end of her father’s life caused him pain and discomfort and the family significant distress. The Council has accepted there was fault which caused injustice to Mrs F. It has agreed to make a payment to acknowledge this and make service improvements.

    Service improvements

    •Ensure the care home has a procedure setting out when an aspiration machine may be required and how one would be obtained if the Home’s is unavailable.Remind the Home’s carers, including agency staff, of the guidance on thickened fluids and soft diets; giving training as necessary.

  • Somerset County Council (21 012 954)

    Category: Adult care services Date: 09-May-2022

    Summary

    A Care Provider, acting on behalf of the Council, acknowledged failings in the management of Mr Y’s care before the involvement of this office, but it failed to offer an appropriate remedy for the injustice caused. There is no evidence to show the Council took appropriate action in response to the events or what action it took to ensure safe effective care provision for other residents similarly affected and for those whom it continues to commission placements.

    Service improvements

    The Council agreed to explain what action it took in response to the acknowledged failings in the complainant's care at the care home, and what action it has taken to ensure safe effective care provision to other residents similarly affected and for those whom it commissions placements at the care home.The Council will request a detailed explanation from the Care Provider explaining what action it has taken to improve the quality of care provided at the care home, and how this is monitored.

  • Somerset County Council (21 004 281)

    Category: Adult care services Date: 29-May-2022

    Summary

    Mr C complained to us about the way a care provider, commissioned by the Council, supported his son in supported living. We have found fault with some issues Mr C complained about, for which the Council has agreed to apologise and pay a financial remedy to him and his son.

    Service improvements

    The Council has agreed to share the lessons learned with its adult social care staff and the care provider.

  • Somerset County Council (21 007 521)

    Category: Adult care services Date: 24-Feb-2022

    Summary

    Ms C complained about the Council’s decision to uphold a complaint against her and subsequently remove her from the Community Micro-Enterprise Programme (CMEP). Ms C said this resulted in her being very distressed and has affected her business. We found that, although there was some fault in the implementation of the process the Council followed, this did not affect the outcome of the process. The Council has agreed to apologise for any distress.

    Service improvements

    The Council has agreed to share the lessons learned with Council staff who are dealing with concerns raised about care providers from the Community Micro-Enterprise Programme, to ensure tat staff will write decisions letters in a clear manner and will not make a final decision before the time period to appeal has fully passed.

  • Somerset County Council (20 012 349)

    Category: Adult care services Date: 11-Nov-2021

    Summary

    Ms C complains the Care Provider failed to support her mother properly and gave notice in retaliation to her complaints. The Care Provider failed to record actions which has caused uncertainty about what care it provided and when. There is no fault in the way the Care Provider issued notice, it followed its contract. To improve future practice, and remedy Ms C’s and Mrs D’s personal injustice, it should remind staff about the importance of recording, make a payment, and apologise to Ms C and Mrs D.

    Service improvements

    c) remind staff about the importance of recording actions and their accuracy; Within 3 months of the final decisiond) review how staff record actions required by a care plan. Within 3 months of the final decision

  • Somerset County Council (20 008 735)

    Category: Adult care services Date: 23-Mar-2022

    Summary

    Mrs M complained on behalf of her son, Mr P, about the actions of Somerset County Council (the Council) and Somerset NHS Foundation Trust (the Trust). The complaint was about the Council’s adult care services and the Trust’s mental health and complaints services. We have upheld elements of the complaint relating to social care needs assessment, claims about Mrs M’s behaviour, and complaint handling. We have not upheld other parts of the complaint. The Council and Trust accept our recommendations. We have therefore completed our investigation.

    Service improvements

    The Council has agreed to review its processes for assessing adult social care needs and producing care plans to check whether the faults we have identified are current systemic problems. It will produce an action plan with timescales to resolve any systemic problems the review identifies.

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