Service improvements

Sunderland City Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 2 of 2 cases with service improvements

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

  • Sunderland City Council (23 012 499)

    Category: Adult care services Date: 06-Jun-2024

    Summary

    Mrs X complained about the quality of care the Council’s commissioned care provider, the mews care home provided to her late aunt. We find the Council was at fault. This caused significant distress to Mrs X and her family. The Council has agreed to make several recommendations to address this injustice caused by fault.

    Service improvements

    As part of its commissioning role the Council should ensure the Care Provider has reminded staff and if appropriate provided training about:the importance of where relevant risk assessing residents before changing care plans; and appropriate record keeping.

  • Sunderland City Council (23 010 640)

    Category: Adult care services Date: 26-Sep-2024

    Summary

    Ms C complained about the Council’s handling of her safeguarding concerns about her parent’s care home, and the support provided by its Adult Social care team. We found no fault in Council’s safeguarding process. The Council accepted it had failed to ensure a social worker was allocated to their cases and appropriate notes were not kept, which caused Ms C distress and uncertainty. We also found a significant delay in its complaint’s response. The Council will apologise and make payment to acknowledge the injustice Ms C experienced.

    Service improvements

    The Council will share with the Ombudsman the step it has taken as a result of its safeguarding and complaint investigation to ensure its Adult Social Care team: 1.reallocates social workers to cases in circumstances where a staff member is away or absent;2.accurately records case notes following calls, meetings or communications with individuals or those acting on their behalf; and 3.an update on its proposed case audits to ensure cases are appropriately allocated, notes are kept, and cases have been progressed.

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