Service improvements

Suffolk County Council

Showing service improvements between 1 April 2023 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 - 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 (23 004 587)

    Category: Adult care services Date: 20-Feb-2024

    Summary

    Ms C complains the Council failed to properly assess her needs, provide services, and support her to move into independent living. The Council is at fault for failing to reassess Ms C when there was a change in circumstances, raise her expectations about services it would provide, and support her through a transition period. To remedy the complaint the Council has agreed to apologise to Ms C and make her a symbolic payment. It will also remind staff about the need to review needs when there is a change in circumstances.

    Service improvements

    Remind staff about the importance of reviewing STAP goals when there is a change in circumstances and the need for a properly completed Care Act assessment when the service ends;Use this complaint to remind staff about the importance of professional boundaries and providing clarity about roles and responsibilities;Through commissioning with the Care Provider ensure that it has policies in place and staff are aware about professional boundaries.

  • Suffolk County Council (23 000 005)

    Category: Adult care services Date: 25-Oct-2023

    Summary

    Mr X complained on behalf of his adult son, Mr Y. Mr X complained the Council withdrew Mr Y’s direct payments without formal notice. The Council was at fault for stopping Mr Y’s direct payments without the correct notice period and for not reviewing Mr Y’s care and support needs or updating his care plan when it stopped the direct payment. The Council will apologise, pay Mr X for his distress and uncertainty, review Mr Y’s care and support plan and reinstate and backdate Mr Y’s direct payments in the meantime.

    Service improvements

    The Council will remind relevant staff to ensure care and support plan reviews are carried out annually.

  • Suffolk County Council (22 015 693)

    Category: Adult care services Date: 02-Jul-2023

    Summary

    There were delays and errors in the way the Council handled the accrual of debt for Mrs A’s late mother Mrs X. The Council has apologised to Mrs A and taken some steps to improve services but should go further to recognise the distress she was caused.

    Service improvements

    The Council will review its response to the difficulties of issuing invoices without a cover letter and consider alternative solutions.

  • Suffolk County Council (22 010 615)

    Category: Adult care services Date: 06-Jun-2023

    Summary

    Mr X complained the Council failed to notify him that he would be responsible for the full cost of residential care after 30 September 2021 meaning he incurred considerable costs. There is no evidence of fault by the Council other than its failure to keep full and clear records to show exactly what information it provided.

    Service improvements

    Review its guidance on record keeping for social care staff and ensure it is fit for purpose and that staff are aware of what is required.Complete the review into information sharing between the finance team and care providers.

  • Suffolk County Council (22 006 055)

    Category: Adult care services Date: 04-Sep-2023

    Summary

    Mrs D complained that the Council failed to provide suitable carers to meet her needs, failed to communicate with her properly about the difficulties in sourcing carers, and made inappropriate suggestions for alternative care. It also failed to deal with Mrs D’s complaint about the issue in accordance with its complaints procedure, causing a long delay and increasing Mrs D’s distress. We have found fault with the actions of the Council causing injustice to Mrs D. The Council has agreed to pay Mrs D £500 and improve its complaint handling for the future.

    Service improvements

    The Council has agreed to remind all staff dealing with complaints to respond to dissatisfaction with complaint responses in accordance with its published procedure and to keep complainants informed of progress on a regular basis.The Council has agreed to remind all complaint staff to ensure our requests to consider premature complaints through all stages of the complaints procedure are actioned promptly.

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