Service improvements

Worcestershire 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 - 4 of 4 cases with service improvements

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

  • Worcestershire County Council (21 001 400)

    Category: Education Date: 17-Feb-2022

    Summary

    Mrs T complains about how the Council dealt with her application for home to school transport for her child. The Council failed to properly apply the relevant law when it originally refused to award Mrs T’s child school travel assistance. It also refused to backdate and reimburse the travel costs incurred by Mrs T from the date it made its initial error. This has caused Mrs T distress, frustration and time and trouble and financial loss. The Council will take action to remedy the injustice caused.

    Service improvements

    The Council has agreed to: •identify the lessons learnt from Mrs T’s case where the parental preferred school was nearer than the school offered by the Council•share the identified lessons learnt with all staff who deal with school transport assistance applications.

  • Worcestershire County Council (20 012 753)

    Category: Education Date: 25-Mar-2022

    Summary

    Mrs X complained the Council failed to provide her daughter with alternative educational provision while she was out of school and delayed the Education, Health and Care plan procedure. The Council accepts it failed to provide educational provision and offered an apology and a payment toward childcare costs. We find the Council acted with fault and the remedy offered did not reflect the injustice caused. The Council has agreed to our further recommendations to reflect the injustice caused by fault.

    Service improvements

    The Council will share the final decision with staff as part of continuing training to prevent a recurrence.The Council will share the final decision with the Councillor who acts as Lead Member on Education so they may reflect onthe lessons that may need to be learned.The Council will report to the Ombudsman progress made in its audit of other cases where a child may have beenleft in a similar position.

  • Worcestershire County Council (20 008 729)

    Category: Adult care services Date: 04-Aug-2021

    Summary

    Mr C complained about the way in which the Council carried out a safeguarding investigation into concerns raised against him and against his mother’s care home. He said this resulted in distress to him. I found fault with the way the Council carried out its investigation. The Council has agreed to provide an apology to Mr C, pay a financial remedy and (re)investigate issues through its complaints process.

    Service improvements

    The Council has agreed to share the lessons learned with staff involved in Adult Social Care Safeguarding Investigations.

  • Worcestershire County Council (20 005 918)

    Category: Children's care services Date: 13-Jul-2021

    Summary

    Mr and Mrs D complained the Council failed to properly carry out the recommendations proposed by its review panel, causing them inconvenience, stress and to spend time following up the recommendations. The Council said it had completed the recommended action. The Council acted with fault as set out by its review panel and has agreed to remedy the injustice caused.

    Service improvements

    The Council will review criteria used to decide when a symbolic financial remedy maybe offered to address faults similar to those identified in this statement.

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