Archive has 132 results
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Extra Hands Of Heacham Ltd (19 000 008)
Statement Upheld Domiciliary care 20-Nov-2019
Summary: the care provider did not always update Mr X and Ms A about the care of their elderly father Mr B, as it promised. However, that failure did not cause injustice to Mr B.
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Lincolnshire County Council (19 004 381)
Statement Upheld Domiciliary care 20-Nov-2019
Summary: The Council already upheld Mr A’s complaint about late, short and missed care calls and waived charges. It also monitors the Care Provider’s performance. The action the Council has already taken is an appropriate remedy and no further action is required of the Council.
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Creative Support Limited (18 016 768)
Statement Upheld Domiciliary care 19-Nov-2019
Summary: Mr X complains about the care Creative Support provided for his son. Creative Support accepts the care it has provided and the way it responded to complaints has not been adequate. Creative Support needs to increase its offer of financial redress to reflect the significant injustice it has caused.
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London Borough of Lambeth (19 000 533)
Statement Upheld Domiciliary care 11-Nov-2019
Summary: The Council took too long to respond to and resolve Mr X’s complaint about the carers’ failure to comply with the care plan for his elderly mother. The Council has apologised and now agrees to take further action to remedy the injustice caused and review the way it monitors care providers it commissions.
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London Borough of Islington (18 018 013)
Statement Upheld Domiciliary care 11-Nov-2019
Summary: Mr X complains that his care plan does not meet his needs, that the Council did not respond to his complaints, and that emails were not translated into British Sign Language as the Council promised. He says this caused stress and anxiety. He says his needs were not met. He felt ignored and could not understand what the Council sent him. The Ombudsman finds fault with the Council for not responding to all of Mr X’s complaints and for not translating emails into British Sign Language. This fault caused Mr X injustice. The Council will apologise to Mr X, make a payment to him, and make a service improvement. The Ombudsman does not find fault with Mr X’s care plan.
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Royal Borough of Greenwich (17 000 791)
Statement Upheld Domiciliary care 07-Nov-2019
Summary: A man complained about the care of his late mother by a council and NHS organisations. He said she received poor stoma care from agency carers and district nurses and inadequate arrangements for care following a discharge from hospital. The Ombudsmen find that the council and an NHS Trust failed to ensure his mother received the stoma care she needed. This caused her distress and embarrassment and also caused the family distress. The council will explain how it will improve stoma care in future. The NHS Trust did not follow the recommended discharge plan or visit as often as it should have. This did not cause harm to the woman concerned but it caused distress to her family. The NHS Trust has already made satisfactory service improvements. The council and NHS Trust will apologise and pay a financial remedy. Other elements of the complaint were not investigated.
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Tameside Metropolitan Borough Council (19 008 777)
Statement Closed after initial enquiries Domiciliary care 07-Nov-2019
Summary: The Ombudsman will not investigate Mrs X’s complaint about her mother’s domiciliary carers because there is nothing further an Ombudsman investigation would be likely to add to the response already provided by the Council.
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Durham County Council (19 009 907)
Statement Closed after initial enquiries Domiciliary care 05-Nov-2019
Summary: The Ombudsman cannot investigate this complaint about the actions of carers. This is because the care was funded wholly by the NHS which places the complaint outside of our jurisdiction.
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Berkeley Home Health Limited (18 015 260)
Statement Upheld Domiciliary care 01-Nov-2019
Summary: Ms C complains about the homecare her (late) husband received while she was away for a week. The Ombudsman found fault with regards to the care Mr C received. The care provider has agreed to provide an apology to Ms C and reduce the outstanding invoice.
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Statement Closed after initial enquiries Domiciliary care 31-Oct-2019
Summary: The Ombudsman will not investigate Mr X’s complaint about damage to his property he says was caused by the care provider’s employee. This is because it is reasonable for Mr X to use the legal remedy available to him.