Decision Report 201800226

Summary

Miss C, an advocate, complained on behalf of her client (Ms A) that the partnership reduced Ms A's support hours.

We took independent advice from a social worker. We found some administrative and communication issues with one review of Ms A's support hours. However, overall, reviews of Ms A's support were carried out in line with relevant guidance, standards and the partnership's eligibility criteria. This indicated that they took account of Ms A's needs. We considered that the partnership acted reasonably in reducing Ms A's support hours and we did not uphold Miss C's complaint.

Although we did not uphold the complaint, to provide an opportunity for further improvement, we made some recommendations to address the administrative and communication issues.

Recommendations

What we asked the organisation to do in this case:

• Apologise to Ms A for the lack of communication in relation to the review, and for not notifying her in writing of the reduction in support hours. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/leaflets-and-guidance.

What we said should change to put things right in future:

• Ensure there is a system in place where service users receive a copy of their support plan and eligibility criteria promptly following the assessment and review, and this is noted on the recording sheet already in place.
• Ensure there is a system of notification to service users confirming the number of support hours agreed, a summary of how that support is to be provided, from whom, and if there is an expectation that support hours will reduce the timescales expected for this.

We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.