Service improvements

Worcestershire County Council

Showing service improvements between 1 April 2022 and 31 March 2023

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 - 3 of 3 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 (22 005 421)

    Category: Adult care services Date: 02-Feb-2023

    Summary

    Mr X and Ms Y complained on behalf of their sister, Miss Z, about the Council’s handling of its investigation into complaints about adult social care provision. Mr X and Ms Y say the Council’s actions caused avoidable stress and anxiety to the family. We found fault by the Council and the Council has agreed a remedy to address the injustice identified.

    Service improvements

    Remind staff to provide progress updates to service users with complaints considered under the statutory complaints process as far as is reasonably practicable, in line with the Regulations.

  • Worcestershire County Council (22 004 736)

    Category: Adult care services Date: 08-Mar-2023

    Summary

    Mr X complained about how the Council assessed his father’s contribution to his care costs. There was fault in how the Council considered some of the costs claimed on behalf of his father, explained its decisions, considered his appeal, and handled the complaint. The Council agreed to apologise, review the decision, pay a financial remedy and review its policy.

    Service improvements

    The Council agreed to review how it considers expenses related to disregarded properties in care and support financial assessments. It should ensure it fully considers individual circumstances when deciding if it is reasonable for someone to contribute to the costs of their former home.The Council agreed to remind its staff making financial assessment decisions of the need to fully explain their decisions, including their consideration of any evidence.The Council agreed to review how it considers appeals against financial assessments for care and support. It should ensure that its policy clearly explains the process for considering appeals and that there is enough independence from the original decision maker.The Council agreed to review its procedures for placing holds on outgoing debt recovery mail to ensure these are effective in preventing further correspondence being generated and sent.

  • Worcestershire County Council (21 016 577)

    Category: Adult care services Date: 18-Aug-2022

    Summary

    Mr X complained about how the Council managed the finances related to his son, Mr Y’s, social care needs. There was no fault in how the Council assessed Mr Y’s contribution to his care or managed his direct payment. There was fault in how the Council explained a change in 2019 and how it failed to respond to Mr X’s stage two complaint. This caused Mr X avoidable frustration, for which the Council agreed to apologise.

    Service improvements

    The Council agreed to review how it records and monitors complaints to ensure that it properly records and responds to all requests for escalation to the second stage of its complaints procedure.

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