Richmond Villages Operations Limited (21 004 023)

Statement Upheld Residential care 17-Mar-2022

Summary: Mr and Mrs E complained about the standard of care Mr F and the late Mrs F received when they were admitted to the Care Provider’s nursing care unit. We find the Care Provider caused an injustice when it failed to keep accurate records, failed to respond to the call bell in time and failed to properly communicate and work in partnership with the family. It also failed to properly explore Mrs F’s mental capacity. The Care Provider has agreed to our recommendations to address the injustice caused.

Wirral Metropolitan Borough Council (21 005 391)

Statement Not upheld Residential care 17-Mar-2022

Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

Stanhope Court Residential Care Home (21 005 391b)

Statement Not upheld Residential care 17-Mar-2022

Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

Stoke-on-Trent City Council (21 009 113)

Statement Upheld Residential care 16-Mar-2022

Summary: We will not investigate this complaint about a care home losing Mrs Y’s belongings. The Council has agreed to our recommendation to remedy the outstanding injustice to Mr X, and to review and report to us about the care provider’s actions.

Devon County Council (21 015 389)

Statement Closed after initial enquiries Residential care 15-Mar-2022

Summary: We will not investigate this complaint about the actions of Mr B’s late wife’s Care Provider. This is because we could not add to the Care Provider’s response or provide a worthwhile outcome.

Nottingham City Council (21 015 353)

Statement Closed after initial enquiries Residential care 15-Mar-2022

Summary: We will not investigate this complaint about jewellery that went missing when Mrs X was a resident in a care home. That is because there are other bodies better placed to deal with the matter and further investigation would not lead to a different outcome.

Fridhem Rest Home Limited (21 005 332)

Statement Upheld Residential care 14-Mar-2022

Summary: Mrs B complained about the care Mrs C received during the last few months of her life. She also complained about restrictions on visiting arrangements for the family. We found fault with some of the personal care Fridhem failed to provide. Fridhem apologised to Mrs B and her family and this was a sufficient remedy for the injustice.

Care UK Community Partnerships Limited (21 004 728)

Statement Upheld Residential care 14-Mar-2022

Summary: There is no evidence of proper oral care for Mr X. Mr X incurred dental fees as a consequence which the care provider has reimbursed. There was poor maintenance of some fluid and hygiene records although their absence is mitigated by the detail in the daily records. Beyond the failure to provide the proper standard of oral hygiene, which the care provider has already remedied, there is no evidence the care provider’s actions caused injustice to Mr X.

Community Integrated Care (CIC) (21 007 182)

Statement Upheld Residential care 10-Mar-2022

Summary: Mrs X complains about the care her late grandmother, Mrs Y, received at St Catherine’s Care Home, which is run by Community Integrated Care (CIC). CIC accepts the Care Home did not keep proper records of the care provided for Mrs Y and did not assess all her needs properly. This means it cannot evidence all the care provided for Mrs Y and is unlikely to have met all her needs properly. This has caused avoidable distress to her family. CIC needs to apologise, make a symbolic payment to her family and take action to prevent similar failings.

West Sussex County Council (21 009 176)

Statement Not upheld Residential care 09-Mar-2022

Summary: We stopped investigating Ms X’s complaints about a care home’s communication with her. The case is currently with the Court of Protection which is best placed to deal with the issues. Our involvement is therefore not appropriate.