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.

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Surrey County Council (21 009 310)

Category: Other Categories Date: 11-Mar-2022

Summary

Mrs X complained about how the Council managed the Coroner’s inquest into her father’s death. The Council was at fault when it both failed to invite Mrs X to the inquest and provide her with important documents prior to it. It meant Mrs X did not attend the inquest into her father’s death and lost the opportunity to ask relevant witnesses questions. The Council agreed to pay Mrs X £300 to recognise the distress, frustration and uncertainty this caused.

Service improvements

The Council will provide evidence it has: updated the Coroner's office operating procedures with mandatory tasks relating to communication with and disclosure of documents to families; developed staff training for all staff on case management, information sharing and updating bereaved families; and revised its complaint handling procedures within the Coroner's office and recruited additional staff for complaint handling.

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