The Ombudsman's final decision
Summary: We will not investigate this complaint about poor communication and delay during an adult social care needs assessment. The Council has apologised to Ms X and acted to improve its service. An investigation by us would not lead to a different outcome.
The complaint
Ms X complains about delay and poor communication during her adult social care needs assessment. She says this caused frustration and distress. She wants the Council to apologise and compensate her for the distress caused.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
In its complaint response, the Council accepted there had been delays and poor communication. It apologised to Ms X for this. It told Ms X what action it was taking to improve its service, included reminders to staff about the importance of effective communication and staff training around case management.
We will not investigate this complaint. The Council has accepted fault and apologised to Ms X. This is an appropriate remedy for any distress caused. It has also acted to improve its service. It is unlikely an investigation by us would lead to a different outcome or achieve anything more.
Final decision
We will not investigate Ms X’s complaint because it is unlikely an investigation would lead to a different outcome or achieve anything more.
Investigator's decision on behalf of the Ombudsman