Service improvements

Worcestershire County Council

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 006 836)

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

    Summary

    Mr X complained, on behalf of his mother, Mrs Y, about how the Council communicated changes to how her care would be funded. There was fault in how the Council failed to properly tell Mr X about changes to the funding arrangements for Mrs Y’s care. This resulted in Mrs Y paying more for care than she would have done. The Council agreed to apologise and pay for some of Mrs Y’s outstanding care charges. It also agreed to remind its staff about the importance of good communication and case recording.

    Service improvements

    The Council agreed to remind its social care staff of the importance of confirming important changes in care funding in writing, where possible, in good time before the changes are due to take effect.The Council agreed to remind its social care staff of the importance of making sufficiently detailed records of telephone conversations where important information, such as changes to care funding, are discussed.

  • Worcestershire County Council (23 006 306)

    Category: Adult care services Date: 05-Mar-2024

    Summary

    Ms B complained that the Council was seeking to recover contributions towards the cost of her late mother’s (Mrs C’s) care costs, which Ms B believes she does not owe. She also complained the Council had failed to explain why the balance is outstanding and why it had discounted evidence provided by Ms B. We found fault with the actions of the Council. The Council has agreed to apologise to Ms B, confirm the money is not owed, pay her £250 and improve its complaint-handling procedures.

    Service improvements

    The Council has agreed to review its complaints procedure to ensure that when a complainant has provided evidence to support their complaint, the Council properly considers that evidence in conjunction with its own records. Furthermore if it intends to discount the complainant’s evidence it should provide full reasons for that decision with reference to its own records where appropriate.

  • Worcestershire County Council (23 001 973)

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

    Summary

    Mr B complained about the Council’s delay in completing his father’s a financial assessment and an assessment of his father’s needs for care and support. We have found fault and the Council has agreed to apologise, pay £150 and remind finance officer to fully consider the evidence.

    Service improvements

    Remind finance officers to fully consider the evidence they have received when carrying out the assessment.

  • Worcestershire County Council (22 017 884)

    Category: Adult care services Date: 06-Nov-2023

    Summary

    Mrs X complained the Council failed to make Mrs Y aware she had to contribute towards the cost of her care and support. She also complained the Council failed to update Mrs Y’s address, meaning she did not receive important correspondence. We found the Council gave Mrs Y correct information about charging at the outset and made her aware she may have to contribute to the cost of her care and support. However, the Council failed to correctly update Mrs Y’s address and failed to inform her it had started to charge her.

    Service improvements

    The Council will use this complaint as learning for officers to ensure they correctly update residents' address records and that this is reflected across Council departments.

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