Case Ref: 20 006 604 Category: Adult care services Sub Category: Residential care

• The Council will provide evidence of the procedural changes the Council has introduced to reflect the learning from this complaint. That should include evidence that officers in social care have been reminded of the need to include service users in discussions about future care options, where the service user has capacity to take part.

Case Ref: 20 006 108 Category: Benefits and tax Sub Category: Housing benefit and council tax benefit

• The Council will review and update its guidance to Benefits Service officers about eligibility for housing benefit and provide a copy of the revised guidance.

Case Ref: 19 021 186 Category: Adult care services Sub Category: Charging

• The Council accepts it made mistakes and took too long to resolve Mr C's financial assessment. It has agreed to identify the lessons it has learned from this complaint and the action it is taking to ensure similar problems don't happen again.

Case Ref: 17 012 757 Category: Adult care services Sub Category: Safeguarding

• The Council has also agreed to undertake a number of service improvements. It is introducing a revised Safeguarding Adults Policy, and will provide updated training to relevant staff. It will also refresh staff understanding of how to handle safeguarding concerns. It will signpost care staff to the Care Quality Commission (CQC)guidance on seeking medical advice. As part of future contracts, it will require care homes to agree with residents’ families the level of notification they would like about changes in their condition, and record this in the resident’s care plan. It has undertaken training for adult social care staff on handling complaints. It will share this report with staff at Oakwood Care Centre.
• Oakwood Care Centre has also undertaken anumber of service improvements. It has introduced a new ‘Unexpected Death Policy and Procedure’, and staff will be required to sign to confirm they have read it. It will discuss the contents of this report at its next team meeting. It has introduced new care plans, which clearly indicate whether resuscitation should be attempted. The manager and deputy manager are now ‘safeguarding adult’ managers. It will shortly review its notification process.