London Borough of Southwark (21 003 429)

Statement Upheld Residential care 13-Jan-2022

Summary: Miss X complained about the Council commissioned care provider’s actions when her mother went missing at the care home. The Council and care provider investigated the concerns, identified faults and put actions in place to prevent the faults recurring. The Council has already apologised to Miss X. In addition, it has agreed to make a payment to Miss X and Miss Y to acknowledge the distress caused by the faults and to ensure its contract monitoring team continue to monitor compliance with the care home’s action plans.

Rotherham Metropolitan Borough Council (21 012 701)

Statement Closed after initial enquiries Residential care 13-Jan-2022

Summary: We will not investigate this complaint about how the Council handled Mrs Y’s move into residential care. It is unlikely that our involvement would lead to a different outcome.

Durham County Council (20 007 142)

Statement Upheld Residential care 13-Jan-2022

Summary: The Council failed to offer an appropriate remedy for the identified failings in the care provided to Mr Y at a residential care home.

Caring Homes Healthcare Group Limited (21 011 179)

Statement Closed after initial enquiries Residential care 12-Jan-2022

Summary: We will not investigate this complaint about the quality of residential care and the Care Provider’s response when Miss X raised concerns. This is because the Care Provider has already provided a suitable remedy and there is nothing further we could achieve.

Leicestershire County Council (21 002 153)

Statement Upheld Residential care 11-Jan-2022

Summary: Mrs Y complains about the failure of a care provider to ensure a sore on her mother’s leg was appropriately cleaned, dressed and treated. We find fault because there is no evidence to show the care provider properly assessed the sore or sought medical help. This fault creates distress and uncertainty for Mrs Y which the Council will remedy with an apology, a payment of £300 and some procedural improvements.

Care UK Community Partnerships Limited (21 009 571)

Statement Closed after initial enquiries Residential care 10-Jan-2022

Summary: We will not investigate Mr X’s complaint about issues relating to his mother’s two week long respite stay at the Care Provider’s care home. This is because the Care Provider has already offered a suitable remedy for the issues raised in the complaint and there is nothing further we would add or recommend.

Stockport Metropolitan Borough Council (20 014 104)

Statement Upheld Residential care 07-Jan-2022

Summary: The Council failed to complete a care plan prior to Mr Y’s admission to a care home and failed to respond appropriately to concerns about his wellbeing and the alleged behaviour of a carer. It also failed to keep in touch with Mr X during and after a safeguarding investigation and failed to provide an adequate complaint response.

Bramley Court Care Homes Limited (21 012 030)

Statement Closed after initial enquiries Residential care 06-Jan-2022

Summary: We will not investigate Mr B’s complaint about care provided to his late mother, Mrs C. This is because further investigation could not add to the Care Provider’s response. We are satisfied with the remedy provided by the Care Provider.

Strong Life Care Limited (21 010 322)

Statement Upheld Residential care 05-Jan-2022

Summary: Mr X complained his mother’s care home billed him for unpaid care charges two and a half years after his mother passed away. Mr X says this situation has caused distress and upset to him and his family. The Ombudsman found fault with the care home for duplicating end-of-life care charges, failing to justify care charges and providing a mistaken refund causing increased underpayments. The Council proposed to clear the debt owed to the care home. The Ombudsman considers this proposal suitable to reflect the fault in this case. The care home agreed to write to Mr X to confirm there is no outstanding balance owed on Mrs Z’s account.

Barchester Healthcare Homes Limited (21 012 234)

Statement Closed after initial enquiries Residential care 05-Jan-2022

Summary: We will not investigate Mr B’s complaint about care provided to his late mother, Mrs C. This is because further investigation could not provide Mr B with a different outcome to that already given by the Care Provider or make a finding of the kind Mr B wants.