Overview
The complainant (Ms C) relocated from Renfrewshire to North Lanarkshire in October 2006. She raised a number of complaints regarding the transfer of her social work file and care package. She complained that North Lanarkshire Council (Council 1) failed to follow their own stated procedures when taking over her care and that poor administration and communication on Council 1's part, when carrying out a community care assessment, led to the introduction of inadequate care services and the subsequent cancellation of her care package.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Council 1 failed to carry out the transfer of Ms C's social work file in line with their own procedures (not upheld);
- (b) Council 1 withdrew Ms C's care package against her wishes (no finding);
- (c) Council 1 failed to carry out an adequate occupational therapy assessment at Ms C's home (not upheld);
- (d) Council 1 failed to carry out the recommendations made as a result of the Social Work (Complaints Review) Sub-Committee's findings (not upheld); and
- (e) the care package provided by Council 1 was unsuitable to meet Ms C's assessed needs (not upheld).
Redress and recommendations
The Ombudsman recommends that Council 1:
- (i) consider introducing formal guidance to social work staff on inter-authority case transfers and communication with incoming service users;
- (ii) introduce a policy of requesting written confirmation of a service user's intent to cancel their care in cases where the need for care remains;
- (iii) review Ms C's case and identify ways of introducing basic care quickly, whilst needs assessments are carried out;
- (iv) prioritise the completion of Ms C's care plan;
- (v) consider ways of formally recording service users' acceptance and understanding of any proposals before finalising care plans; and
- (vi) consider ways to record service users' non-acceptance of proposals and to escalate matters through the formal complaints procedure.
Council 1 have accepted the recommendations and will act on them accordingly.