Recent reports in this category are shown below:
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MOP Healthcare Limited (22 001 140)
Report Upheld Residential care 11-Apr-2024
Summary: The Local Government and Social Care Ombudsman investigated a complaint about residential services provided to the late Mr X. We found MOP Healthcare Limited: did not properly assess Mr X’s mental capacity after he attempted suicide; failed to process a Deprivation of Liberty safeguard application appropriately; took overly restrictive steps to deprive Mr X of his liberty by continuing 1-1 care despite his social worker and a Community Psychiatric Nurse advising less restrictive measures could be used to maintain his safety; charged Mr X an additional £2,520 a week for the 1-1 care. This meant Mr X was under constant supervision for the last 9 months of his life in Barrowhill Hall Care Home, even when on end-of-life care, due to a flawed capacity assessment. The complainant suffered significant distress and financial loss. The faults could also risk similar restrictions happening to other people.
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Report Upheld Charging 18-Mar-2024
Summary: The Local Government and Social Care Ombudsman investigated a complaint about charging for residential care.
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Nottinghamshire County Council (23 016 689)
Statement Closed after initial enquiries Safeguarding 12-Mar-2024
Summary: We will not investigate this complaint about criminal and negligent acts by the Council and its approach to safeguarding. This is because we are not the appropriate body to consider matters relating to criminal acts or acts of negligence. Further, part of the complaint is late and we are unlikely to find fault in relation to safeguarding.
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Westminster City Council (23 016 447)
Statement Closed after initial enquiries Assessment and care plan 12-Mar-2024
Summary: We will not investigate this complaint about the Council’s handling of Mr X’s care and support needs. He says the Council failed to complete a proper assessment for him as the Council ignored his need for ongoing rehabilitation and physiotherapy. This is because there is insufficient evidence of fault. In addition, there is another body better placed to consider the complaint.
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Gloucestershire County Council (23 015 661)
Statement Closed after initial enquiries Residential care 12-Mar-2024
Summary: We will not investigate this complaint about adult social care in a nursing home. This is because we cannot achieve the outcome the complainant wants; a payment for loss of earnings. It is unlikely an Ombudsman investigation would lead to a different outcome than the Council has already provided.
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Kirklees Metropolitan Borough Council (23 016 328)
Statement Closed after initial enquiries Transport 12-Mar-2024
Summary: We will not investigate this complaint about an unsuccessful application for a Blue Badge. This is because there is insufficient evidence of fault by the Council. In addition, the Council provided a satisfactory response regarding a complaint about an offensive comment.
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Gloucestershire County Council (23 004 732)
Statement Upheld Assessment and care plan 12-Mar-2024
Summary: The Council has provided evidence that the delay in finding a suitable alternative placement for Mrs X after there was a serious safeguarding concern and the care provider said it could not meet her needs was not entirely in its control. It will however offer Mr X and Mrs X’s daughter a sum in acknowledgment of the distress they witnessed as a result of poor care. The Council could have then arranged a suitable placement for Mrs X within her personal budget but Mr X was unwilling to choose another home.
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Royal Borough of Windsor and Maidenhead Council (23 004 762)
Statement Upheld Assessment and care plan 12-Mar-2024
Summary: Ms B complained in her own right and on behalf of her late mother, Mrs C. She complained about the Council’s actions when her mother moved to a care home. She said the Council delayed in carrying out an assessment of her needs. That meant her mother did not receive the care she needed. She said the lack of appropriate care had a significant impact on her mother’s quality of life. It was also distressing for her and the rest of the family. She considered the Council did not respond appropriately to her complaints which added to her distress. There was fault by the Council which caused injustice to Ms B. The Council will apologise, make a payment and review its services.
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Statement Upheld Residential care 12-Mar-2024
Summary: Mrs X complains HC-One’s Priorslee House failed to provide her late father with the right support after he had a fall in February 2023, resulting in him sustaining an injury, spending time in hospital and moving to a nursing home, which otherwise could have been avoided. HC-One has made some changes following Mr Y’s fall and has apologised for any distress caused to him and his family. There is no need to ask HC-One to do more than it has already done.
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Care UK Community Partnerships Limited (23 006 936)
Statement Upheld Residential care 12-Mar-2024
Summary: Mr X complains Chandler Court failed to meet his mother’s needs properly after she had a stroke on 6 May 2023, resulting in her being left for six hours before calling an ambulance. Care UK accepts Chandler Court should have checked Mrs Y earlier in the day for signs of a stroke. It says it has taken action to ensure this does not happen again. Care UK needs to confirm the action it has taken. It also needs to make a symbolic payment to Mrs Y.