Criticism accepted and changes made

1 August 2012

Improvements have already been made at Kent County Council in the light of two cases that have triggered criticism from the Local Government Ombudsman.

Both cases were complaints made on behalf of service users, and had prompted investigations.

In both cases, the criticisms focused on the council’s process behind the care that was provided and did not suggest poor quality care.

However, the council recognises that in both cases, it got things wrong. The changes that were needed in response to both cases have been made in the months following both incidents, which happened in 2010 and 2011.

Graham Gibbens, KCC Cabinet member for adult social care and public health, said: “It is important that we take responsibility for the things we got wrong in each case. We have apologised wholeheartedly in both cases and have taken lessons from both cases.

“In both situations, members of staff were working within the guidance that was issued at the time. However, while this might offer some kind of explanation, it is no excuse and we are constantly striving to improve the way we work in adult social care.

“Where we can take some comfort is in knowing that, as a result of these instances, we have made changes that will give a better quality of service to all those who are supported by adult social care.

“We will continue to look at ways to improve what we do, while at the same time being responsible with the lives of those who use services – and with public money.”