To scrutinise the findings of the Local Government Ombudsman on the complaint by Ms J. and the subsequent response and actions implemented by officers.

The Director of Social Care Health and Housing introduced a report that outlined the Local Government Ombudsman (LGO) findings into a complaint made by Ms J.  The Council had accepted all recommendations in the LGO’s ruling and actions had been put in place that included the development of a more robust record keeping system that included every interaction with a client.  Staff would be trained on this case along with key partners to ensure that lessons learnt were embedded into good working practices.

The LGO found that Ms J had made complaints over a number of years to different areas of the Directorate and the Council had not followed its complaints procedure.  Going forward a chronology of complaints would be recorded in one place.  The Director had apologised to Ms J, arranged the compensation payment recommended by the LGO and arranged for an independent social worker to review her case. 

The Council had not managed Ms J’s direct payment arrangements properly and the service would explore a move to a payment card system.  This would enable the monitoring of payments on a regular basis and issues would be picked up and dealt with sooner.  A new direct payment leaflet for customers had also been produced.  The Director had also increased the number of colleagues working in the direct payments team.

In light of the report, Members of the Committee raised the following concerns:-

·         Whether Mrs J was happy with the outcome and support plan.  The Director advised that Mrs J was satisfied and had declined the support of an independent advocate. 

·         How this would have been managed in the case of a client in receipt of a direct payment and subsequently taken into hospital. The Head of  Integrated Services advised the team would review the care plan and discuss any changes to the direct payments  with the person, family members and significant others.  However, the onus was on the customer to advise the Council of changes.  Those customers with high balances would be contacted as part of the regular monitoring of direct payments.

In conclusion the Committee supported the idea of pre-payment cards and agreed that the new arrangements put in place by the Director would have a good impact for our customers.

RECOMMENDED:-

1.    That the importance of our professional staff giving clear and precise explanations to clients and  to ensuring records are kept of each and every interaction with clients be stresed;

2.    That an assessment be made as to whether any training, or any further training is required, which, if so, be formulated and implemented.

3.    That it be noted the recommendations of the Local Government Ombudsman have been accepted and acted upon and that the Directorate confirm it has taken action within three months of the date of the report.