Service improvements

Surrey County Council

Showing service improvements between 1 April 2021 and 31 March 2022

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

Export results (CSV)

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

  • Surrey County Council (21 007 850)

    Category: Adult care services Date: 14-Feb-2022

    Summary

    There was fault by the Council in record keeping and handling sensitive data and this caused Mr X avoidable distress. The Council will apologise, pay him £500, erase a letter and arrange training for staff.

    Service improvements

    The Council will arrange a training session for staff involved in this case (including members of the learning disability and autism team and information governance team about the Council's duties under the Human Rights Act 1998.

  • Surrey County Council (20 007 811)

    Category: Adult care services Date: 01-Mar-2022

    Summary

    Ms C complained the Council has failed to arrange a care support package for her since July 2020. She says this resulted in significant distress, inconvenience and impacted her health, including her mental health. We have found fault with the Council not being able to find a care agency to support her, for which the Council has agreed to apologise and pay a financial remedy.

    Service improvements

    The Council has agreed to review the system through which it monitors and supervises the progress of cases allocated to its adult social care social workers to ensure cases are escalated when needed.The Council has agreed to share the lessons learned about complaints handling with the team who handled Ms C's complaint.

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