Case Ref: 22 017 529 Category: Adult care services Sub Category: Charging

• The Council has agreed to provide evidence that it has improved its processes to follow up on the progress of mental capacity assessment requests when these are raised.
• The Council has agreed to remind its adult social care staff that light touch financial assessments to assess what someone should pay towards their care are only appropriate when there is clear evidence that they are above the capital limit threshold and not when the person's mental caapcity around their finances are under review.

Case Ref: 22 016 258 Category: Education Sub Category: Alternative provision

• The Council will remind relevant staff: that it is the Council’s duty to ensure the specified special educational provision in an Education, Health and Care Plan for a child or young person is being provided, and it should investigate where a concern is raised that the provision is not in place; andto review Education, Health and Care Plans in line with the statutory guidance and adhere to the timescales set out within it.

Case Ref: 22 013 524 Category: Adult care services Sub Category: Safeguarding

• Complete an internal review to establish clarity around processes where there is a Direct Payment in place. The purpose of the review should be to clearly set out the Council’s roles and responsibilities and establish a clear protocol where care has not been sourced through a Direct Payment arrangement. This is intended to benefit future service users, who may seek support from the Council whilst in receipt of a Direct Payment and add clarity to the process. The Council should provide the Ombudsman with a copy of any review it completes.
• Ensure Care Provider A has a clear protocol for the sharing of care plans, to ensure there is no delay, and that any actions required for it to share the care plan are actioned and begun without delay.

Case Ref: 22 011 460 Category: Adult care services Sub Category: Residential care

• The Council will carry out a contract monitoring visit to the Care Home to ensure all council-funded residents have up to date care plans.

Case Ref: 22 008 528 Category: Adult care services Sub Category: Charging

• •Issue guidance to staff, reminding them of the importance of providing clear information in communication with service users.

Case Ref: 22 004 578 Category: Education Sub Category: Special educational needs

• The Council has agreed to carry out renewed training for its Special Educational Needs and Disabilities team on the statutory timescales for completing annual review processes and finalising Education, Health and Care Plans, including when this applies to 'early' annual reviews.
• The Council has agreed to set out in writing to all of its Special Educational Needs and Disabilities staff why it is important for children, young people and their parents to have up-to-date, finalised, Education, Health and Care Plans in each academic year.
• The Council has agreed to remind its complaint handling team for special educational needs complaints that if their investigation identifies that the Council has not met its statutory duties around annual reviews and Education, Health and Care Plans, then it should apologise for this and take prompt action to remedy the fault.

Case Ref: 22 003 308 Category: Adult care services Sub Category: Charging

• The Council will remind its staff of the need to provide all service users with advanced and detailed information on how much they would be expected to pay towards their care before any charges are due. The Council will send us the evidence that this has happened.

Case Ref: 22 000 193 Category: Adult care services Sub Category: Assessment and care plan

• TheCouncil has agreed to review how it manages escalationrequests for Complaints Reviews to Senior Managers in both Health and AdultServices and also Social Care Complaints.
• The Council has agreed to remind Care and Support workers of the need for timely assessments for long term care following a person’s discharge from hospital, particularly where there is an expressed desire and expectation that they will return home.
• The Council has agreed to ensure that Team Managers in Social Care are aware of the need to reallocate cases in a timely way when workers are absent from work.
• The Council has agreed to remind Care and Support workers of the need for regular and consistent communication with people and their families, so they do not need to chase for information / updates.

Case Ref: 21 017 755 Category: Adult care services Sub Category: Charging

• The Council has agreed to provide evidence that it has reminded its social care staff of the importance of informing people about their care costs prior to any care commencing.

Case Ref: 21 015 815 Category: Adult care services Sub Category: Charging

• The Council has agreed to review its communication around charging in this case and ensure staff are clear in future about how it allows for non dependent’s household contributions.
• The Council has agreed to ensure the reasons for any charging decisions are clearly recorded.