City of Wolverhampton Council (20 007 401)

Statement Not upheld Safeguarding 16-Mar-2021

Summary: Mr X complained the Council failed to carry out a safeguarding investigation into his concerns about the care home where his late mother had lived. He felt there were errors in how the care home cared for her hearing. We have discontinued the investigation as we cannot achieve the outcome Mr X is seeking and there is no worthwhile outcome achievable by investigating the complaint now.

HC-One Oval Limited (20 007 882)

Statement Upheld Residential care 16-Mar-2021

Summary: Mrs C complained about the way the care home responded to her mother’s falls. We found with the care provider’s actions. The care provider has agreed to apologise to Mrs C and her mother and pay each of them a financial remedy for the distress they experienced. It will also share the lessons learned with its staff.

Walsall Metropolitan Borough Council (20 008 689)

Statement Closed after initial enquiries Assessment and care plan 16-Mar-2021

Summary: Mrs X complained on behalf of her brother, Mr Y, about his care assessment and care provided by the Council. Mrs X said that Mr Y was coming to physical harm because of this. We will not investigate this complaint because there is a more appropriate person to represent Mr Y.

Alysia Caring Limited (20 011 134)

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

Summary: We will not investigate Ms B’s complaint about errors in her care plan. This is because the care provider has apologised for the fault and we are satisfied this remedies the injustice caused to Ms B.

Portsmouth City Council (20 011 689)

Statement Closed after initial enquiries Other 16-Mar-2021

Summary: We will not investigate Mrs B’s complaint that the Council has caused a rift between her and her mother, Mrs C. This is because there is not enough evidence of fault with the actions taken by the Council to warrant an Ombudsman investigation.

Anchor Hanover Group (19 020 682)

Statement Upheld Residential care 16-Mar-2021

Summary: Mrs D complained about the quality of care her late mother, Mrs E, received from the Care Provider. She also complained it failed to address her complaints. We find the Care Provider caused injustice when it failed to keep accurate records, failed to adequately care for Mrs E, failed to follow Mrs E’s care plan and failed to communicate effectively with Mrs D. The Care Provider also failed to deal with Mrs D’s complaints according to its complaints policy. The Care Provider has agreed to our recommendations to address the injustice caused.

HC-One Oval Limited (20 003 652)

Statement Upheld Residential care 16-Mar-2021

Summary: The Ombudsman finds the care provider caused Mrs X an injustice in failing to provide satisfactory care to her. This includes poor hygiene and nutrition levels, and for failing to adhere to its own risk assessments. The care provider has agreed to apologise to Mrs X and pay a financial remedy.

Northumberland County Council (20 007 684)

Statement Upheld Assessment and care plan 15-Mar-2021

Summary: We upheld some of Mr X’s complaints about a council’s involvement with his mother Mrs Y when she went into a care home. There was a failure to signpost Mrs Y to independent financial advice and a failure to carry out a social care assessment. And the Council’s complaint response contained unhelpful, irrelevant detail. The Council will apologise for the avoidable distress to Mr X.

Portsmouth City Council (20 010 044)

Statement Closed after initial enquiries Other 15-Mar-2021

Summary: We will not investigate Mr X’s complaint about Council officers suspecting he had taken his mother’s medication. This is because it is unlikely an investigation could add to the response already provided by the Council’s investigation.

Birmingham City Council (20 010 841)

Statement Closed after initial enquiries Other 15-Mar-2021

Summary: We will not investigate Mr X’s complaint about a social worker contacting his GP practice in response to an anonymous call raising concerns about his mental health. This is because it is unlikely an investigation by us could add to the response already provided by the Council.