Bristol City Council (21 011 612)

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

Summary: We will not investigate Mr B’s complaint about care provided to his son, Mr C, between 2014 and 2017. This is because any injustice caused to Mr C from the actions of his Care Provider during this time has been remedied during a previous Ombudsman investigation.

Barnsley Metropolitan Borough Council (21 002 901)

Statement Upheld Residential care 04-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 Council for failing to pay Mrs Z’s top-up charges despite placing her in a residential care home. 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.

Lancashire County Council (21 004 565)

Statement Not upheld Residential care 04-Jan-2022

Summary: Mr X declined many opportunities to move from the care home where he was placed in 2015. There is no reason the Council should have investigated his complaint six years later or should waive the bill for his fees.

Barchester Healthcare Homes Limited (21 011 338)

Statement Closed after initial enquiries Residential care 04-Jan-2022

Summary: We will not investigate this complaint about care provided to Mr X’s father Mr Y. This is because Mr X is not a suitable person to bring this complaint as he does not have consent from the executor of Mr Y’s estate.

Charlton Care Group Limited (20 014 467)

Statement Upheld Residential care 21-Dec-2021

Summary: Mrs C complained about several aspects of the care support her father received at the care home he was living. Mrs C said these resulted in distress to her father and herself. We found there were some shortcomings with regards to the support Mr F received. As such, the care provider has agreed to apologise to Mrs C and her father and pay Mr F £500 for any distress he experienced.

Care Plus Group (North East Lincolnshire) Limited (21 003 448)

Statement Upheld Residential care 21-Dec-2021

Summary: Mr X complained on behalf of his deceased mother, Mrs Y about the standard of care provided by Fairways Care Home and about an investigation completed after she fell. We find the Care Home delayed in responding after Mrs Y activated her sensor mat. That has caused Mr X avoidable uncertainty of how long his mother was on the floor after she fell and may have caused an injustice to Mrs X. Care Plus Group has already made recommendations for service improvements following the fall, it has also agreed to apologise to Mr X for the avoidable uncertainty caused.

Leicestershire County Council (21 004 861)

Statement Not upheld Residential care 21-Dec-2021

Summary: Ms X complained staff at a care home where her father lived did not contact her when he died. There was no fault because staff contacted another family member.

Reading Borough Council (21 001 669)

Statement Upheld Residential care 21-Dec-2021

Summary: Ms X says her mother died in hospital because of poor care she received in a care home. There were admitted failings in the care Ms X’s mother received at the care home. But Ms X’s mother’s death cannot be attributed to poor care at the home through this investigation. Ms X or her mother did not suffer a degree of injustice in consequence of the identified failings that now warrants a remedy or further pursuit of this complaint by the Ombudsman.

Tameside Metropolitan Borough Council (21 002 014)

Statement Upheld Residential care 21-Dec-2021

Summary: Mr C complained about the way the Council, and the care provider it commissioned, responded to a deterioration of his son’s behaviour, which resulted in increasing incidents. We found the Council was at fault for a delay in its response, for which it has agreed to apologise to Mr C and his son. It has also agreed to review the way in which it prioritises and allocates new cases to its assessors.

Sunrise Care Homes Limited (21 011 750)

Statement Closed after initial enquiries Residential care 16-Dec-2021

Summary: We will not investigate this complaint about the Care Provider’s refusal to share information with Mr X about his father. This is because the Information Commissioners Office would be best placed to consider Mr X’s complaint and we cannot achieve the outcome he is looking for.