Liverpool City Council (18 010 137)

Statement Upheld Domiciliary care 30-Oct-2019

Summary: The Ombudsman has found fault with the agency’s care records and its provision of care and medication. The Ombudsman recommends that the Council, which commissioned the care, apologises to Ms B and pays her £300. The Council should also refer the agency to the CQC guidance on record keeping.

Royal Borough of Kensington & Chelsea (19 008 996)

Statement Upheld Domiciliary care 29-Oct-2019

Summary: The Ombudsman will not investigate this complaint about a care agency failing to make calls in line with the care plan. This is because the complainant has already received a financial remedy and the Ombudsman is unlikely to achieve anything more.

Norfolk County Council (19 007 473)

Statement Closed after initial enquiries Domiciliary care 28-Oct-2019

Summary: The Ombudsman will not investigate Ms B’s complaint about care provided to her late mother, Mrs C. This is because further investigation could not add to the Council’s response and he could not make a finding of the kind Ms B wants.

Swindon Borough Council (18 018 122)

Statement Upheld Domiciliary care 21-Oct-2019

Summary: The Council investigated Mr X’s complaint properly and apologised for failings on the part of the commissioned emergency service. It has agreed to a payment in recognition of the distress that caused. It is not the Council’s responsibility to pay the additional costs now Mrs A no longer receives the emergency service from the care provider.

Midshires Care Ltd (19 000 115)

Statement Upheld Domiciliary care 11-Oct-2019

Summary: Ms X complained about the quality of domiciliary care provided to her mother Ms Y by Helping Hands. There were faults as there was a lack of continuity of carers, last minute rota changes and a carer carried out shorter visits than scheduled. This caused Ms Y some distress. The care provider also delayed responding to Ms X’s complaint causing Ms X frustration. The care provider has agreed to pay Ms Y £250 and Ms X £100 to acknowledge the injustice caused by its faults. It has also agreed to remind staff of its complaints’ procedures and the need to accurately record the time of visits.

Hampshire County Council (18 003 977)

Statement Upheld Domiciliary care 04-Oct-2019

Summary: Mr F complains about the Council’s billing for care services it provided his mother. The Council has now agreed to write off the charges. As the Ombudsman cannot achieve anything more for Mr F, we have discontinued our investigation.

Key 2 Care Limited (18 019 691)

Statement Upheld Domiciliary care 27-Sep-2019

Summary: The complainant, whom I will call Mrs X, complains about the domiciliary care provided to her father, Mr Y. The Ombudsman finds the absence of some care records creates uncertainty about the care provided. But the available records show that Mr Y’s care was not always provided in accordance with his support plan. We also find fault with the care provider’s communication with Mrs X and its handling of her complaint. The provider will pay £150 to Mrs X and undertake the other actions listed at the end of this statement.

Way Ahead Community Services Ltd (19 000 155)

Statement Upheld Domiciliary care 25-Sep-2019

Summary: Mr X complained on behalf of his stepfather, Mr D, who is now deceased. Mr X complained about Way Ahead Community Services Limited’s (the care provider) decision to terminate Mr D’s care package at short notice. Mr X said the matter caused Mr D anxiety and confusion. Mr X also complained the care provider’s final invoice was £381 too much. The care provider was not at fault for terminating Mr D’s care package. It made the decision in line with the terms and conditions of the contract and provided Mr X with adequate details and reasons for its decision. The care provider was at fault for issuing an incorrect final invoice which was £381 too much. It agreed to issue Mr X with a fresh invoice.

Sheffield City Council (19 006 984)

Statement Closed after initial enquiries Domiciliary care 24-Sep-2019

Summary: The Ombudsman will not investigate Mrs B’s complaint about the quality of care a company provided to her father. This is because it is unlikely we could achieve significantly more for Mrs B by investigating her complaint.

Lancashire County Council (18 004 952)

Statement Closed after initial enquiries Domiciliary care 23-Sep-2019

Summary: The Ombudsman will not investigate Mr A’s complaint about the actions of the Council dealing with his concerns about his son’s, Mr B’s care provider. This is because the Council’s actions have not caused a significant enough injustice to Mr A to warrant an Ombudsman investigation. Mr A can ask the court to consider whether his evidence meets the threshold for a claim of defamation, and it would be reasonable for him to use this remedy.