Service improvements

Tameside Metropolitan Borough 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 - 5 of 5 cases with service improvements

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Downloads the current filtered list of service improvement decisions for Tameside Metropolitan Borough Council as a CSV file.

  • Tameside Metropolitan Borough Council (21 002 014)

    Category: Adult care services Date: 21-Dec-2021

    Summary

    Mr C complained about the way the Council, and the care provider it commissioned, responded to a deterioration of his son’s behaviour, which resulted in increasing incidents. We found the Council was at fault for a delay in its response, for which it has agreed to apologise to Mr C and his son. It has also agreed to review the way in which it prioritises and allocates new cases to its assessors.

    Service improvements

    The Council has agreed to review the way its Neighborhood Teams prioritise new adult social care cases / referrals and determine when a social worker should be allocated immediately.The Council has said it will review the process through which social workers decide / prioritise how urgent it is to carry out a specific care review, once a case has been allocated to them, and how this is monitored by their line manager.The Council has agreed to discuss the lessons learned from the case with the NHS Community Learning Disability Team and its Behavioural Services Team, and determine how they prioritise cases, so as to identify possible actions to avoid a reoccurrence.

  • Tameside Metropolitan Borough Council (20 013 795)

    Category: Adult care services Date: 17-Nov-2021

    Summary

    There was no fault in the way the Council decided Mrs Y should be discharged from hospital to a care home during the COVID-19 pandemic. However, the Council was at fault for a delay in the Deprivation of Liberty Safeguards process, a lack of clear advice about what action to take relating to Mrs Y’s housing association tenancy when she went into residential care, and a failure to properly record how it considered a disposal of capital amounted to a deprivation of assets. It should apologise and pay Mr X, who was handling Mrs Y’s affairs, £200 for the uncertainty caused, and review its processes.

    Service improvements

    The Council will remind relevant staff of the need to give clear advice about assets, such as tenancies, when a person moves into residential care.The Council will review its processes to ensure that staff consider whether avoiding care costs was a significant motivation when deciding whether a disposal amounts to a deprivation of assets and properly records the factors considered.The Council will ensure it provides, in its letter confirming the person's assessed contribution towards the costs of their care, information about how to challenge the financial assessment in cases where it has decided there was a deprivation of assets.

  • Tameside Metropolitan Borough Council (20 011 128)

    Category: Children's care services Date: 10-Aug-2021

    Summary

    Ms B complained about the way the Council investigated concerns about her care of her children. She said the Council’s actions and the lack of support meant she had to leave the area. There was fault by the Council that caused injustice to Ms B. The Council will apologise and make a payment to her.

    Service improvements

    The Council will remind officers of the importance of clear and transparent communication with members of the public. And the need to record when it is decided not to share information.

  • Tameside Metropolitan Borough Council (20 008 856)

    Category: Benefits and tax Date: 10-Jun-2021

    Summary

    Mr Y complains the Council wrongly refused Mrs X a small business grant resulting in her business closure. We find fault in the Council’s decision making process that did not affect the decision outcome but caused uncertainty. We recommend the Council provides an apology to Mrs X and takes steps to prevent recurrence.

    Service improvements

    The Council has agreed to remind staff of the need to provide reasons for decisions and to ensure these are clear and evidence based.

  • Tameside Metropolitan Borough Council (20 008 831)

    Category: Environment and regulation Date: 19-Nov-2021

    Summary

    Mr X complains about how the Council has dealt with his refuse and recycling concerns. The Council was at fault for its failure to properly return Mr X’s emptied bins and for its poor communication with him. This has caused Mr X significant distress, inconvenience and time and trouble. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to: • by training or other means remind staff of the importance of meeting the Council’s complaint procedure timescales.• provide evidence an effective communication training has been completed for the Council’s waste collection crew and its wider service.• provide the Ombudsman with the audit trail evidence of the Council’s further one month waste collection service monitoring of Mr X’s property.• review procedures for monitoring arrangements to ensure records are kept for future audit purposes. This should include the date and times of monitoring and photographic evidence.

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