Coventry City Council (20 010 300)

Statement Closed after initial enquiries Assessment and care plan 04-Mar-2021

Summary: We will not investigate Mrs B’s complaint about care and support given to her mother, Mrs C. This is because we could not add to the Council’s responses or make a different finding of the kind Mrs B wants. We do not have written consent from Mrs C to consider a complaint from Mrs B on her behalf.

Cornwall Council (20 010 491)

Statement Closed after initial enquiries Other 04-Mar-2021

Summary: We will not investigate the complainant’s concerns about the Council losing his information. This is because it is unlikely an investigation by the Ombudsman could add to the Council’s response. The Complainant can also complain to the Information Commissioner’s Office if he is concerned about how the Council handles his personal data.

Gracewell Healthcare Limited (20 011 078)

Statement Closed after initial enquiries Residential care 04-Mar-2021

Summary: We will not investigate Mrs B’s late complaint about the way she and her late father, Mr C, were treated by his care provider. This is because any injustice caused to Mr C from the actions of his care provider cannot be remedied now, and, although Mrs B feels she has not received an appropriate remedy for the care provider’s failings, the care provider reimbursed Mr C for care he did not receive in 2019 and Mrs B could have come to us before now if she felt this was not an appropriate remedy. There is no good reason to disapply the law and investigate this late complaint now.

Norfolk County Council (19 016 522)

Statement Not upheld Safeguarding 03-Mar-2021

Summary: The Council acted appropriately when Mrs X raised safeguarding concerns about her mother, Mrs Y. It followed correct procedures in line with the relevant law. We have completed our investigation and have not upheld Mrs X’s complaint.

London Borough of Hackney (19 019 134)

Statement Upheld Domiciliary care 03-Mar-2021

Summary: the complainant complained the Council failed to properly supervise and provide suitable home care for her father causing distress. The Council says it followed proper procedures. We found the Council at fault in handling the concerns raised.

Foxholes Nursing Home Limited (20 001 450)

Statement Upheld Covid-19 03-Mar-2021

Summary: Mr D complains on behalf of his late mother that there was a delay in providing pain medication at the end of her life, causing significant distress and pain. We have found fault causing injustice. The organisations have accepted our recommendations. We have therefore completed our investigation.

Stocks Hall Care Homes Ltd (19 015 787)

Statement Upheld Other 02-Mar-2021

Summary: Mrs C complained about how the Care Home terminated her father, Mr D’s, placement. The Care Home has not properly considered how the move would affect Mr D or explored alternative ways of meeting his needs. The Care Home will take steps to remedy the injustice Mr D has suffered.

North Yorkshire County Council (19 018 824)

Statement Upheld Residential care 02-Mar-2021

Summary: The Council’s commissioned care provider failed to take precautions to protect the late Mrs Y’s skin integrity in accordance with her risk assessments. It also failed to seek the correct medical help promptly. The Council’s safeguarding investigation was at fault in finding the home had acted appropriately when it had gathered evidence to the contrary. The Council will now offer Mr X an apology and a sum in recognition of the distress its actions caused.

Lancashire County Council (19 019 371)

Statement Upheld Charging 02-Mar-2021

Summary: The Council failed to communicate properly with the late Mrs X. Officers wrote to her at the wrong address and telephoned her when she could no longer speak. Its actions caused significant distress in Mrs X’s last months, and the Council will now apologise to her daughter Ms Y, review its processes and offer a sum in recognition of the distress.

Barchester Healthcare Homes Limited (19 021 105)

Statement Upheld Residential care 02-Mar-2021

Summary: The Care Provider failed to properly communicate with Ms X about the breakdown of a heating boiler at a care home her parents resided in. It acknowledged it could have dealt with her enquiries about this, and subsequent complaints better.