Archive has 140 results
Statement Not upheld Domiciliary care 29-Mar-2019
Summary: Mrs X has complained that the Council failed to ensure her mother's needs were being met. There is no evidence of fault by the Council.
Statement Upheld Domiciliary care 29-Mar-2019
Summary: Ms X complained the care provider provided her with inadequate care, failed to make reasonable adjustments, unfairly terminated her care and did not investigate her complaint properly.
Ms X says this caused her distress and created a risk to her health. The care provider was at fault when it failed to provide the service agreed with Ms X or give adequate reasons why it refused her request for reasonable adjustments. The care provider also failed to properly investigate Ms X's complaint. The care provider has made an appropriate financial payment to Ms X to remedy the injustice it caused her and reviewed some of its procedures. It should make further procedural changes. There was no fault in the way the care provider terminated Ms X's contract.
Statement Upheld Domiciliary care 28-Mar-2019
Summary: Mr B complains on behalf of his late great grandmother, Mrs C. He is unhappy with the care provided to her by a number of organisations which he says led to physical discomfort for her and distress for her family. There were some failings by the Council which it should apologise for and provide Mr B with details of how it will ensure these failings do not happen again. There were no failings by the other organisations involved in Mr B's complaint.
Report Upheld Domiciliary care 28-Mar-2019
Summary: Mr X complains that the Council provided his late father, Mr Y, with a home care service which was not adequate, and charged him for a service he did not receive. When he complained, he says the Council failed to deal with his complaints properly or take effective safeguarding action.
Statement Closed after initial enquiries Domiciliary care 27-Mar-2019
Summary: The Ombudsman will not investigate Mr A's late complaint that the Council denied his father, Mr B, his human rights between 2013 and 2017. This is because the complaints is late and Mr B has now died. Any injustice to Mr B cannot be remedied so there is no good reason for the Ombudsman to disapply the law to investigate this late complaint now.
Statement Upheld Domiciliary care 27-Mar-2019
Summary: Mr B says the Council failed to take action following a previous Ombudsman investigation to ensure the care he received was improved. The Council failed to monitor the care provided to Mr B properly which resulted in similar problems to those identified in the previous complaint. Further monitoring, spot checks, an apology, payment to Mr B's sisters who complained on his behalf and reducing Mr B's arrears of client contribution is satisfactory remedy for the injustice caused.
Statement Not upheld Domiciliary care 25-Mar-2019
Summary: Miss X complained about problems with domiciliary care provided by Westhome Care Services. There was no fault in the care provided and no missed visits to Miss X. On one occasion the care provider billed Miss X for a visit which did not happen. It refunded this. When Miss X drew attention to issues it promptly corrected and reissued invoices. It has improved its systems to prevent reoccurrence. It offered to meet Miss X to discuss its communication with her. There is no outstanding injustice to Miss X.
Statement Closed after initial enquiries Domiciliary care 22-Mar-2019
Summary: The Ombudsman will not investigate Mrs A's complaint about the actions of her late mother-in-law's, Mrs B's, care provider. This is because he could not add to the care provider's response or make a finding of the kind Mrs A's wants even if he investigated.
Statement Not upheld Domiciliary care 14-Mar-2019
Summary: Ms B complains about the home care the Council arranged for her. In particular, she complains that the poor standard of care led her to slipping in the bath, which led to a hospital stay. The Ombudsman does not uphold the complaint.
Statement Closed after initial enquiries Domiciliary care 14-Mar-2019
Summary: The Ombudsman will not investigate Mr A's complaints about the way he was treated by his care provider. This is because he could not add to the Council's response or make a different finding even if he investigated.