Service improvements

Wigan Metropolitan Borough 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 Wigan Metropolitan Borough Council as a CSV file.

  • Wigan Metropolitan Borough Council (23 013 793)

    Category: Adult care services Date: 19-Aug-2024

    Summary

    We uphold Mrs Y’s complaint about her grandmother’s care. We found fault with Mrs X’s continence care and some aspects of her end of life care. We also found fault with the Care Home’s record keeping and the Council’s communication. As a result, Mrs X did not always receive the care she needed. Mrs Y and her mother were also caused frustration and uncertainty. We recommend the Council and the Care Home apologise to Mrs Y and her mother and make improvements to processes.

    Service improvements

    The Council should explain what action it will take to ensure the Care Home has appropriate guidance in place for care staff to provide continence care in line with a person’s care plan

  • Wigan Metropolitan Borough Council (23 005 007)

    Category: Adult care services Date: 30-Jun-2024

    Summary

    Miss X complained about the Council’s actions when she wanted to apply for a Disabled Facilities Grant for her parents, Mr and Mrs Y. She also complained that the Council took too long to make payments when it had agreed to fund construction works. We found fault because the Council gave Miss X incorrect advice and closed Mrs Y’s case when it should not have done. To remedy the injustice caused, the Council has agreed to apologise to Miss X and Mrs Y, make payments to them and review some of its policies and procedures.

    Service improvements

    The Council will consider reviewing its policies and procedures relating to any housing assistance or disabled facilities grant policies and processes in line with the government’s disabled facilities grant delivery guidance. This will help to ensure that clear information is readily available to those wishing to apply. It will also help to ensure that any staff dealing with grant requests are fully aware of the Council's roles and responsibilities regarding disabled facilities grants.

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