Service improvements

Suffolk County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 21 - 26 of 26 cases with service improvements

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

  • Suffolk County Council (21 007 224)

    Category: Adult care services Date: 21-Jun-2022

    Summary

    Mr X complains about the care the late Mr Y received in Highfield House Care Home and the safeguarding enquiry it undertook. Mr X says Mr Y was subject to incidents of abuse from care workers and although he was told the Council was investigating with Police, he heard nothing. We find the Council was at fault because of the incidents Mr Y experienced and the lack of communication with Mr X. It has agreed to apologise to Mr X, pay him £200 and take action to prevent similar problems in future.

    Service improvements

    The Council has agreed to ensure that, in future, the person raising concerns is updated, as appropriate, on progress with safeguarding enquiriesThe Council has agreed to ensure the Care Provider is clear how to deal with safeguarding situations in futureThe Council has agreed to review the information provided to care providers generally about dealing with safeguarding to ensure other care providers are not likely to make a similar error

  • Suffolk County Council (21 007 106)

    Category: Education Date: 24-Nov-2022

    Summary

    Miss X complains on behalf of her son, B, about the Council’s response to concerns raised about B’s care and support. Ms X also complains the Council failed to complete actions agreed as part of its complaints procedure. We have found fault with some of the Council’s actions. We have made recommendations to remedy the injustice caused. We have not found the Council at fault for not having a specific strategy for internet safety. We have not investigated whether the compensation already offered by the Council is suitable. The upcoming multiagency investigation is better placed to consider this part of Miss X’s complaint.

    Service improvements

    The Council has agreed to review the terms of reference for its Complex Needs Panel. This will clarify what information can be shared with parents and carers, and promote transparency in the Council's decision-making.

  • Suffolk County Council (21 006 888)

    Category: Children's care services Date: 22-Jun-2022

    Summary

    Mr X complains about the Council’s actions and final response to a Review Panel’s recommendation following investigation via the statutory complaint procedure. Mr X also complains about a Council staff member he says wrongly gave the police information about his work history and recorded false allegations about him in the family’s social care notes. He complains about the Council’s delay and refusal to deal with his complaint. The Council was at fault for its failure to adhere to the Review Panel’s recommendations and carry out the agreed actions. The Council was also at fault for its delays in handling Mr X’s second complaint. This has caused Mr X distress, frustration and time and trouble chasing the Council for updates. The Council will take action to remedy the injustice caused to Mr X.

    Service improvements

    The Council has agreed to: •by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales

  • Suffolk County Council (21 002 128)

    Category: Adult care services Date: 09-Jan-2023

    Summary

    Ms X complained the Council failed to provide her with adequate care and support. We found fault with the Council for failing to complete a suitable review of Ms X’s care needs and delays in providing direct payments. The Council agreed to our recommendation to backdate Ms X’s care fees for her missed therapy support, apologise to Ms X and pay her £300 for the distress and inconvenience caused. The Council also agreed to provide training to staff about the importance of accurate record keeping.

    Service improvements

    Provide training to its staff about the importance of record keeping

  • Suffolk County Council (20 011 531)

    Category: Education Date: 05-Apr-2022

    Summary

    We upheld Mrs X’s complaint about a lack of special educational needs provision for her son, Y. The Council failed to take steps to secure the provision Y needed. We also found fault with how the Council oversaw Y’s annual review, and how it handled Mrs X’s complaints. The Council agreed to take action to remedy the injustice to Mrs X and Y.

    Service improvements

    The Council will provide the Ombudsman with an update on its progress with the action plan it developed following the independent review of its SEND service in 2021.The Council will remind officers investigating complaints about the Ombudsman’s ‘Guidance on Effective Complaint Handling in Local Authorities’ which gives advice on what to include in decision letters.

  • Suffolk County Council (20 010 859)

    Category: Children's care services Date: 22-Jun-2022

    Summary

    Mr X complains about the Council’s actions and final response to a Review Panel’s recommendation following investigation via the statutory complaint procedure. Mr X also complains about a Council staff member he says wrongly gave the police information about his work history and recorded false allegations about him in the family’s social care notes. He complains about the Council’s delay and refusal to deal with his complaint. The Council was at fault for its failure to adhere to the Review Panel’s recommendations and carry out the agreed actions. The Council was also at fault for its delays in handling Mr X’s second complaint. This has caused Mr X distress, frustration and time and trouble chasing the Council for updates. The Council will take action to remedy the injustice caused to Mr X.

    Service improvements

    The Council has agreed to: by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales.

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