Domiciliary care archive 2019-2020


Archive has 139 results

  • Stoke-on-Trent City Council (19 005 235)

    Statement Upheld Domiciliary care 28-Jan-2020

    Summary: Mr B complained about the standard of care provided to his father in law, failure to take prompt action to identify a new care provider which led to Mr C missing out on care provision, failure to take action when he raised concerns about a new call time, Council officers speaking inappropriately to his wife and failure to offer a satisfactory remedy. There were failings in the care provided to Mr C and there is no evidence the Council followed that up with the care provider. There is no fault in the remainder of the complaint investigated by the Ombudsman. A financial remedy, apology and ensuring the care provider carries out the training promised is satisfactory remedy to reflect the distress caused to Mr B and his wife and the time and trouble they had to go to pursuing their complaint.

  • Kent County Council (18 016 682)

    Statement Upheld Domiciliary care 23-Jan-2020

    Summary: Mrs B complains about the actions of a care provider arranged by the Council, and about how the Council dealt with safeguarding concerns and her complaint. The Ombudsman finds there was some fault by the Council in respect of safeguarding and complaint handling. Some steps have been taken to address the issues arising from the complaint, and apologies have been given. The Council agreed to make a payment to Mrs B in recognition of avoidable time and trouble taken in pursuing this matter, in line with the Ombudsman’s recommendation.

  • Leicestershire County Council (19 007 807)

    Statement Not upheld Domiciliary care 23-Jan-2020

    Summary: There was no fault in the way the Council decided to invoice Mr B for backdated care charges and the way it communicated with him about the debt.

  • Belgravia Care Limited (19 008 530)

    Statement Not upheld Domiciliary care 23-Jan-2020

    Summary: The investigation into this complaint will be discontinued. The care agency told Mr X it would be able to meet his late mother’s care needs when she was discharged from hospital. After assessing her needs, it decided it could not. It has apologised to Mr X. Any further investigation by this office would not achieve any more.

  • Quality Care Services (Bedford) Ltd (19 005 103)

    Statement Not upheld Domiciliary care 22-Jan-2020

    Summary: Ms B complains Quality Care Services Bedford changed the times of her calls when she came out of hospital in February 2019 and then cancelled calls with little notice, leaving her without care. Quality Care Services Bedford should not have been providing personal care to Ms B, as it is not registered to do so with the Care Quality Commission. However, there is not enough evidence of injustice arising from its actions to justify recommending a remedy.

  • P G Keohane Limited (19 007 125)

    Statement Upheld Domiciliary care 17-Jan-2020

    Summary: There was fault in the agency’s decision to refuse to give Ms C the spare key to the house she lives in and to double lock the door. The Ombudsman recommends that the agency apologises in writing to Ms C and her daughter Ms B.

  • Corinium Care Ltd (19 013 788)

    Statement Closed after initial enquiries Domiciliary care 17-Jan-2020

    Summary: The Ombudsman will not investigate Mr X’s complaint about the care provider’s response to his request for information. This is because the Information Commissioner’s Office is the appropriate body to deal with his concerns.

  • Telford & Wrekin Council (19 012 839)

    Statement Closed after initial enquiries Domiciliary care 10-Jan-2020

    Summary: The Ombudsman will not investigate Mrs Q’s complaint about a carer who took photographs of her without her knowledge or consent. The Information Commissioner is better placed to deal with it.

  • Kirklees Metropolitan Borough Council (18 002 031)

    Statement Upheld Domiciliary care 06-Jan-2020

    Summary: Mr Z complains on behalf of his partner Miss X about poor care provided by a home care provider that was jointly funded by the Council and the NHS and about delay in resolving his concerns. The Ombudsmen have upheld the complaint. The Council and the care provider have agreed to apologise and provide financial redress to Miss X and Mr Z. They have also agreed to make service improvements. We have therefore completed our investigation.

  • Shropshire Council (19 013 083)

    Statement Closed after initial enquiries Domiciliary care 06-Jan-2020

    Summary: The Ombudsman will not investigate the Council’s response to a complaint about carers. This is because we are unlikely to add to the previous investigation by the Council or achieve the outcome wanted.

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