Norfolk County Council (19 003 772)

Statement Not upheld Domiciliary care 23-Sep-2019

Summary: Miss X complains about the way the Council dealt with her complaint about her late mother’s care. She says her mother deserved to be better cared for. The Ombudsman finds no fault in the Council’s actions.

J&Y Webber Services Limited (18 019 213)

Statement Upheld Domiciliary care 23-Sep-2019

Summary: The care provider failed to ensure that Mrs A received a proper standard of care and treatment.

Thornton Homecare Ltd (18 015 069)

Statement Not upheld Domiciliary care 20-Sep-2019

Summary: The complaint is about the way the care provider ended its care provision at short notice, not allowing the complainants time to find a new provider. The Ombudsman’s view is a contract allowed the care provider to end the contract giving the notice it did. Although the care provider has not got a signed copy of the contract, this is unlikely to have caused a significant enough injustice to warrant the public expense of further investigation.

Stockport Metropolitan Borough Council (18 010 209)

Statement Upheld Domiciliary care 12-Sep-2019

Summary: Miss X complains the Council has failed to meet her care needs since May 2018. The Council’s care and support planning has been inadequate. It needs to review Miss X’s needs and update her care and support plan to make sure it accurately reflects her needs.

Lincolnshire County Council (19 004 336)

Statement Closed after initial enquiries Domiciliary care 11-Sep-2019

Summary: The Ombudsman will not investigate Ms A’s complaint about the actions of her care provider. This is because it is unlikely any further investigation would be able to provide Ms A with a different response to that she has already received, and he cannot provide Ms A with the outcome she wants.

Lotus Home Care Limited (18 017 088)

Statement Upheld Domiciliary care 11-Sep-2019

Summary: Mrs X complained about the home care service provided by the Care Provider. The Care Provider was at fault for not providing written information about its service levels and issuing inaccurate invoices. This caused Mrs X uncertainty because she did not know what service levels to expect and whether she was paying the correct amount for her care. The Care Provider should make Mrs X a financial payment and carry out an audit of the care she received and the amount she paid for it over the previous 12 months. It should also review its processes to ensure clear service level information is available to its service users and it issues invoices which accurately record the amount of care received.

Promedica24 UK Limited (18 014 921)

Statement Not upheld Domiciliary care 03-Sep-2019

Summary: There was a discrepancy between the complaints made by Mrs A about her father’s care and the wishes of Mr X. The care provider attempted to resolve the complaints, offered to change the carer and offered a fee reduction as a gesture of goodwill, but without success.

Nottinghamshire County Council (19 005 230)

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

Summary: The Ombudsman will not investigate Ms A’s complaint about the lack of care given to Mrs B during a period when she and her other carer were on holiday. This is because Ms A does not have consent or standing to complain on behalf of Mrs B.

Stardust Healthcare Ltd (18 008 833)

Statement Upheld Domiciliary care 13-Aug-2019

Summary: The complainant says the Care Provider did not provide a properly managed care service for his mother. He says it did not respond properly to his complaints, resulting in him seeking an alternative service. The Care Provider says it offered good care resulting in improvements to the customer’s mobility and wellbeing. The Care Provider says the complainant broke the terms and conditions of the service agreement. The Ombudsman finds the Care Provider caused injustice in failing to follow its complaints procedure, address the complainant’s concerns and give a formal reasoned response to the complaint.

Nottinghamshire County Council (19 002 262)

Statement Closed after initial enquiries Domiciliary care 12-Aug-2019

Summary: The Ombudsman will not investigate Mr A’s complaint about the way he has been treated by the Council regarding his mother’s, Mrs B’s care. This is because the Ombudsman could not say there is any fault with the actions taken by the Council regarding the contact it has with Mr A and he does not have consent from Mrs B to complain on her behalf.