Reading Borough Council (23 016 765)

Statement Upheld Domiciliary care 11-Mar-2024

Summary: We will not investigate this complaint about adult social care provided at home. This is because it is unlikely we could add to the Council’s investigation or achieve anything further. The Council has accepted fault, apologised, and acted to improve future service. We are satisfied with the Council’s actions in response to the complaint.

Sunderland City Council (23 016 918)

Statement Upheld Domiciliary care 11-Mar-2024

Summary: We will not investigate Miss X’s complaint about her mother’s care provider. She says it provided an inadequate service to her mother. This is because an investigation would not lead to different findings or outcomes.

Lancashire County Council (23 006 594)

Statement Upheld Domiciliary care 07-Mar-2024

Summary: Mr X complains about the Council’s failure to ensure domiciliary care was in place to help his wife while he was in hospital having surgery. The Council was at fault for the delay in call and complaint handling and arranging support for Mr X’s wife. This caused avoidable distress to Mr X and his wife at an already stressful time. The Council has agreed to apologise and make payments to Mr X and his wife for this injustice. The Council will also review and revise its published policy for handling Adult Social Care complaints.

Promedica24 (Lancashire) Limited (23 012 137)

Statement Upheld Domiciliary care 04-Mar-2024

Summary: There is evidence to show the Care Provider failed to provide adequately trained live-in carers for Mr Y.

Collingswood House (23 000 508)

Statement Upheld Domiciliary care 29-Feb-2024

Summary: Mr X complains that Collingswood Care provided inadequate care to Mr Y. The Care Provider is at fault as it did not properly record the administration of medicines to Mr Y which resulted in him not being given medication on one occasion. Collingswood Care’s handling of Mr X’s complaint was poor which caused frustration to him. Collingswood Care should remedy the injustice to Mr X by sending an apology to him. It should also carry out the recommended service improvements.

Birmingham City Council (23 010 308)

Statement Upheld Domiciliary care 27-Feb-2024

Summary: Mrs X complains the Council failed to provide appropriate care and support when her sister (Miss Y) was discharged from hospital. We found Miss Y’s needs were documented appropriately but the Council failed to ensure the agency providing the care had sufficient time to complete the required tasks. We found this was fault. We recommended an apology and a review of learning to avoid the same situation re-occurring.

Alina Homecare Services Limited (23 001 747)

Statement Not upheld Domiciliary care 27-Feb-2024

Summary: Mr X complained on behalf of his relative Mr Y, about the live-in care given to Mr Y by the Care Provider. We decided not to uphold the complaint finding insufficient evidence of any fault in the Provider’s service causing injustice to Mr Y.

Goldstar Care Services Limited (22 016 971)

Statement Not upheld Domiciliary care 23-Feb-2024

Summary: Mr X complained that care workers were not adequately trained and did not have the level of experience required to care for his late mother. He says on occasions they failed to attend for visits at the right time. Mr X also complains the Care Provider terminated the care package without notice. We find no fault by the Care Provider.

London Borough of Redbridge (23 005 107)

Statement Upheld Domiciliary care 22-Feb-2024

Summary: Miss X complained about the care her late father, Mr Y, received at home from a care provider acting on the Council’s behalf. Miss X also complained about how the Council charged for Mr Y’s care. The Council was at fault in how it transferred Mr Y to its long-term care team, for delay in carrying out a financial assessment, for a poor complaint response and for the Care Provider’s visits being too short and sometimes very late. This caused Miss X injustice for which the Council will apologise and pay her £300. The Council will also remind the Care Provider of proper practice in home care.

City of Wolverhampton Council (23 015 917)

Statement Closed after initial enquiries Domiciliary care 20-Feb-2024

Summary: We will not investigate this complaint about care provided to the late Mrs B. This is because Mr D has not suffered a significant enough injustice from the care provider’s actions to warrant an ombudsman investigation.