Suffolk County Council (21 003 447)

Category: Adult care services Date: 08-Mar-2022

Summary

Mr X complained on behalf of Mr Y about the Council’s changes to his direct payment and support plan when it removed mileage costs and acupuncture. He said this caused Mr Y much stress and it created a shortfall in his account. We find the Council was not at fault in deciding not to fund these, but it did not make this clear to Mr Y in the case of the mileage costs for years. The Council has agreed to apologise and backdate the allowance to 30 September 2020 (the point where it has clear evidence Mr Y was told it would no longer be allowed).

Service improvements

Suffolk County Council (21 002 940)

Category: Adult care services Date: 17-Feb-2022

Summary

Mr X complained the Council changed and suspended his son, Mr Y’s, direct payments during 2020 without adequate communication or explanation. The Council was at fault for failing to pay Mr Y’s respite payment since 2020 despite it being an assessed care and support need. The Council agreed to apologise and pay Mr X a total of £500 to recognise the frustration, uncertainty, time and trouble and loss of opportunity that caused. It agreed to reinstate the respite payment. An administrative error also meant Mr Y did not receive his direct payment during October 2020. The Council has already apologised to Mr X and paid the missing amount which is a suitable remedy.

Service improvements

Suffolk County Council (21 001 703)

Category: Adult care services Date: 03-Mar-2022

Summary

Ms X complained that carers dropped her while lifting her using a hoist. She said the hoist strap was not securely attached. Ms X also complained about the way the Council responded to her complaint about the incident, and that it did not contact her for weeks afterwards. Ms X said being dropped caused her injury, and she is now reluctant to engage with care services because of a lack of trust. She also said the Council’s response made her feel dismissed. We find the Council at fault for the way it conducted its enquiry. This caused Ms X injustice because it denied her an opportunity to be involved in the process and give her version of events, and it caused uncertainty. The Council has agreed to apologise to Ms X and make improvements to its service.

Service improvements

Suffolk County Council (20 013 285)

Category: Adult care services Date: 10-Sep-2021

Summary

Mr and Mrs X complained about the Council’s handling of the care charges for their adult son, Mr Y’s, attendance at a day centre. The Council was at fault as it failed to explain Mr Y would be required to contribute to his care costs when it arranged the care package. It then further delayed explaining the charges, failed to communicate clearly with Mr and Mrs X and failed to explain there would be a charge for non-attendance. The Council agreed to cancel the debt prior to April 2019, make a payment to Mr and Mrs X to acknowledge the frustration caused to them and review its processes to prevent a recurrence of the fault.

Service improvements

Suffolk County Council (20 008 176)

Category: Adult care services Date: 12-Jan-2022

Summary

Mrs X complains the Council delayed in completing a financial assessment in respect of her mothers’ contribution towards the cost of her residential care. As a result, Mrs Y continued to pay private fees for longer than necessary. We have found the Council to be at fault. To remedy the injustice caused the Council has agreed to apologise, refund the overpaid fees and make a payment to recognise the distress and time and trouble caused to Mrs X.

Service improvements