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 1 - 5 of 5 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 (21 018 649)

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

    Summary

    Mr R said the Council was at fault for failures in its care for his stepson Mr C. He also complained about poor communication. The Council was at fault for failures in its care for Mr C and its communication with Mr and Mrs R. These failures caused injustice to Mr C who became unwell after a failure to give him prescribed medication and to Mr and Mrs R who were excluded from discussions about Mr C’s care. The Council has agreed to pay Mr and Mrs R a sum in recognition of their distress and to investigate the standard of care at a care facility where Mr C lived.

    Service improvements

    We found fault with the Council for poor communication. The Council has agreed that it will write to us setting out its proposals for improving communication with the family's of those using adult social care.We found the Council at fault for the services provided by a residential home for people with learning disabilities. The Council has agreed that it will carry out an audit of the care provided at that home and ensure that systems and care are improved. It will report back to the Ombudsman with its findings.

  • Suffolk County Council (21 018 517)

    Category: Adult care services Date: 27-Sep-2022

    Summary

    The Council’s delay of over 20 months sending a referral for adaptations to Mr and Mrs X’s bathroom was fault. This delayed Mr X getting the adaptations he needs to safely access the facilities in his home which is a significant injustice. The Council should apologise, pay £3,000, consider whether Mr X needs interim help and act to improve its services.

    Service improvements

    The Council has agreed to remind relevant staff to consider and record what, if any, interim support or equipment is necessary to meet care and support needs while waiting for home adaptations.

  • Suffolk County Council (21 010 880)

    Category: Adult care services Date: 26-Jun-2022

    Summary

    The Council failed to notify Mrs X correctly of the charges payable for her care. Mrs X received the care and owes a debt to the Council for it: however, the Council acknowledges that its failing lost the family the opportunity to change the care provided, and will make a payment in recognition of that and of the stress and inconvenience caused.

    Service improvements

    Council will waive half the care fees

  • 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 (21 002 128)

    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

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