Improvements being driven forward following CQC inspection

The assessment reviewed the local authority’s Care Act 2014 responsibilities from October 2024 to February 2025, including an onsite visit in February 2025. The CQC examined our documents, consulted with partners and care providers, spoke with staff, and met with local adult social care users in Lancashire. 

The inspection report, published today, highlights areas where the council needs to improve, noting longer waits for some assessments and varying service experiences across the county, which the authority is now addressing. 

The assessment also acknowledges that progress is being made at the authority, where residents found practitioners to be 'supportive and competent,' and the workforce 'committed and compassionate.' 

Overall, inspectors gave a rating of 'Requires Improvement.' 

Since the inspection, the council has already started implementing changes to transform services, leading to quicker access to support, better outcomes, and an improved experience for all. 

Here’s how we’ve made a positive impact: 

• Faster access to care: The number of older people waiting for a care assessment has dropped significantly, from around 1,850 in April to 1,075 in July. There has been a 48% reduction in those waiting more than 28 days. 

• More reviews completed: We’ve seen an 8% increase in completed care reviews compared to the same time last year, helping ensure people’s care plans stay up to date and responsive to their needs. 

• Access to Occupational Therapy: We have reduced the number of people waiting over 28 days for an assessment by 50% and will continue to improve the OT assessment pathway. 

These improvements reflect our commitment to delivering timely, person-centred care and making every contact count. This is part of our mission to help people in Lancashire live better, more independent lives. 

We are also increasing our number of permanent staff. Since February, we have recruited more than 53 social workers and 14 occupational therapists, along with a further 18 Social Care Support Officers.  This will help us offer more timely and consistent support to people across Lancashire. 

We have been working to reduce our reliance on agency staff and encourage people to take up permanent roles with us instead. Since April, we have seen a reduction in the number of agency staff within adult services, which is delivering better value for money and has saved the county council around £1.6 million. 

Executive Director of Adult Services, Helen Coombes, who joined the council two months before the inspection, said: "While the result of the inspection is disappointing, we fully accept the inspectors' findings. 

"I am pleased to say that significant progress to solve many of the issues identified in this report has been made over the last six months, and we will continue to drive forward these improvements. 

"Staff are driving our change, and we are making sure that they are supported to deliver improvement. We're now better supporting their wellbeing and improving their morale with earlier interventions to tackle stress. Recruitment and retention have improved, reducing our reliance on agency staff and ensuring greater continuity for those we support. 

We're also enhancing social care recording, communications, customer service, and our website to improve the experience for people who contact us for support. Further improvements are planned in the coming months. 

"It is pleasing that the inspectors felt that we 'have strong foundations to build on' and many encouraging areas, including that most people spoke of positive interactions with our compassionate and competent staff, and that they felt listened to and able to express their wishes and preferences. It's also great that our strong safeguarding and excellent support for unpaid carers have been recognised. 

"Over the past few months, I have seen just how committed and passionate our staff are, and how able they are to adapt and rise to challenges. 

"We know there is still much work to do, but we are in a good position to build on the foundations we now have in place." 

County Councillor Stephen Atkinson, leader of the council, said: "While the inspection took place during the previous council administration, we accept the inspectors’ findings and want to assure residents that significant work is continuing to ensure that the people we support every day receive the best service possible. 

"We understand there will be concerns and want to reassure people who use our services, as well as their loved ones and our partners, that we will not stop until all of the recommendations raised in this report are addressed. 

"While there were many areas we can be proud of, we know the council needs to do better in other areas. 

"Our aim is to support people to live independently for as long as possible, with the right level of support for them and their carers. 

"I'd also particularly like to thank our dedicated and knowledgeable staff for going above and beyond, focusing on prevention and person-centred care through our 'Living Better Lives in Lancashire' model."