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 - 2 of 2 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 (22 003 365)

    Category: Children's care services Date: 08-Aug-2022

    Summary

    Mrs X complained the Council delayed considering her complaint at stage three of the children’s statutory complaints procedure. She says the delay has caused frustration and distress. The Council was at fault when it did not hold the stage three panel within the statutory timescales. The Council has agreed to hold the panel hearing within 30 working days and pay Mrs X £100 to acknowledge the frustration caused by the delay.

    Service improvements

    The Council will remind relevant officers that stage three panels of the children's statutory complaints procedure should be conducted within 30 working days of a request, and if officer availability is causing undue delay, the panel chair has discretion to decide to proceed without them.

  • Worcestershire County Council (21 018 572)

    Category: Children's care services Date: 10-Jul-2022

    Summary

    The Council accepts it failed to facilitate indirect letterbox contact between Mr X and his grandchildren, who are in care. The Council has apologised to Mr X for this. It has also agreed to pay Mr X £1000, tell the children the reason for the delays, and act to improve its services.

    Service improvements

    The Council has agreed to remind relevant staff they should cooperate with statutory complaintinvestigations in a timely manner.The Council has agreed to identify and implement a way to facilitate indirect contact between children in careand their families that is resilient to changes in staffing.

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