Service improvements

Somerset County Council

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 3 of 3 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 (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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