Oxfordshire County Council (24 018 578)

Statement Upheld Residential care 31-Aug-2025

Summary: Mrs X complained for her husband Mr X about his care in a council-funded care home. We found fault as care did not reflect Mr X’s preferences, he was not supported to walk, he had only infrequent showers and did not get enough opportunities to take part in activities he was interested in. The Council will apologise, make symbolic payments to reflect avoidable distress and complete a review by the quality assurance team.

Warwickshire County Council (25 003 060)

Statement Upheld Residential care 28-Aug-2025

Summary: We will not investigate this complaint about adult social care in a residential care home. This is because we are satisfied with the actions the care provider has taken in response to the complaint. It has accepted fault, apologised, and will learn lessons to improve service. It is unlikely an Ombudsman investigation would achieve anything further.

Country Court Care Homes 10 Limited (24 019 147)

Statement Upheld Residential care 27-Aug-2025

Summary: Ms B complains about two incidents when her mother suffered maltreatment at a care home. We have found fault in the Home’s actions and the Home has agreed to apologise, pay a financial remedy and carry out a service improvement.

Enhanced Elderly Care Limited (24 022 629)

Statement Upheld Residential care 27-Aug-2025

Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

Gateshead Metropolitan Borough Council (23 006 504)

Statement Not upheld Residential care 27-Aug-2025

Summary: Mrs A complains about the care and treatment of her mother, Mrs B. She also complains about how long North East and North Cumbria Integrated Care Board (the ICB) took to respond to her complaint. We found the ICB took too long to respond to Mrs A’s complaint which caused her unnecessary distress. I recommended and the ICB agreed to apologise and make a symbolic payment to remedy this injustice. We also found a doctor from St Albans Medical Group changed Mrs B’s medical records after her death. Staff from Wardley Gate Care Centre disposed of used medication in a way which caused Mrs A doubt about whether Mrs B’s medication had been given correctly. However, I have seen evidence both organisations have already made appropriate changes to their processes, so no further action is needed.

Bupa Care Homes (CFC Homes) Limited (25 002 354)

Statement Closed after initial enquiries Residential care 25-Aug-2025

Summary: We will not investigate this complaint about the Care Provider’s failure to properly respond to an incident involving Mr X and another resident. This is because an investigation would be unlikely to lead to a worthwhile outcome.

North East Lincolnshire Council (25 001 227)

Statement Closed after initial enquiries Residential care 20-Aug-2025

Summary: We will not investigate Miss X’s complaint about the care her late father Mr Y received from a Council-commissioned care provider. The Care Provider has investigated Miss X’s concerns, upheld parts of her complaint, apologised and taken action to improve. We could not add anything to the Care Provider’s response or achieve the outcome Miss X wants.

Airmyn Residential Ltd (25 001 851)

Statement Upheld Residential care 20-Aug-2025

Summary: We will not investigate this complaint about residential care costs. This is because during our enquiries, the Care Provider agreed to refund Mrs X. That was the outcome she wanted and remedies any injustice caused.

Bureaucom Limited (24 010 012)

Statement Upheld Residential care 17-Aug-2025

Summary: Mrs X complained on behalf of her sister that she had not received appropriate care in the home managed by Bureaucom Limited. The Care Provider had not done enough to make sure that Mrs B’s oral health was maintained and did not record a review of risk and support when she fractured her toes meaning that she was more likely to fall. These shortcomings caused Mrs X and Mrs B distress and uncertainty. The Care Provider should apologise to Mrs X and make a payment to her and her sister in recognition of the distress it caused them.

Northumberland County Council (24 020 920)

Statement Not upheld Residential care 14-Aug-2025

Summary: We will not investigate this complaint, as another body is better placed to do so.