Archive has 302 results
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Coventry City Council (19 010 863)
Statement Upheld Residential care 11-Feb-2020
Summary: The Council failed to respond to Mrs X’s concerns about the outcome of a safeguarding investigation into the care her late mother received at a care home. It also failed to respond to Mrs X’s repeated correspondence about this.
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Victoria Lodge (Select) Limited (19 005 885)
Statement Upheld Residential care 10-Feb-2020
Summary: Ms W complains Victoria Lodge failed to care properly for her father, resulting in two safeguarding enquiries which were upheld and her father having to move to another care home, and lost some of his possessions. There were failings by Victoria Lodge which left him without all the care he needed and could have put him at risk of harm. Victoria Lodge needs to apologise, confirm it has waived any outstanding fees and take action to improve its practices.
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Barchester Healthcare Homes Limited (19 014 931)
Statement Closed after initial enquiries Residential care 09-Feb-2020
Summary: The Ombudsman will not investigate Miss X’s complaint about her mother’s respite stay. This is because an investigation by the Ombudsman would be unlikely to lead to a different remedy than the one already offered by the care provider.
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Gloucestershire County Council (18 019 877)
Statement Upheld Residential care 07-Feb-2020
Summary: Ms X complains about the care provided to Mr Y. She says these events were upsetting for the family and caused a lot of stress. The Ombudsman finds the Council at fault in some areas and recommends it apologise and ensure similar problems do not arise in future.
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Gracewell Healthcare 3 Limited (19 000 193)
Statement Upheld Residential care 07-Feb-2020
Summary: Ms X complains her mother, Mrs Y did not receive the service or quality of care that she expected to receive and had paid for. There were failings in Gracewell of Bookham’s care for Mrs Y which caused Mrs Y and Ms X an injustice. Gracewell of Bookham has made an appropriate offer to remedy this injustice.
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Charing Dale Limited (19 003 684)
Statement Upheld Residential care 06-Feb-2020
Summary: Mrs C complains the Care Provider failed to support Mrs D properly during a short stay. It also lost belongings, failed to provide feedback, properly dress Mrs D or transfer medication properly when she left. There is no evidence to suggest the care home did not support Mrs D properly while she was at the care home. However, the Care Provider did not make appropriate arrangements for when Mrs D left the care home or correctly explain how Mrs C could escalate her concerns. The Care Provider has agreed to apologise for the failings identified, make a payment to Mrs D and make procedural changes.
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Hampshire County Council (19 006 441)
Statement Upheld Residential care 06-Feb-2020
Summary: The Council were at fault in how it managed Mrs X’s top-up payments as Mr X was only given the option to pay them directly to the care provider, and they were subsequently increased without proper consideration. The Council has agreed to reconcile the account accordingly, and to reach an agreement on how the cost of Mr X’s care will be managed in the future.
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Shelbourne Senior Living Limited (19 009 917)
Statement Not upheld Residential care 06-Feb-2020
Summary: I have exercised the Ombudsman’s discretion to discontinue investigating this complaint. The court is considering an action from the Competition and Markets Authority (CMA) about the legality of administration charges made by some care homes. I therefore consider it appropriate to wait for the court’s decision. If this does not provide a resolution for the complainant, they can come back to the Ombudsman.
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Walsall Metropolitan Borough Council (19 007 978)
Statement Not upheld Residential care 05-Feb-2020
Summary: There is no evidence of fault by the Council. When Mrs X fell at her care home, there was no safeguarding report made by medical staff and her daughter did not raise a complaint until 8 months after the event. There is no reason for the Council to investigate in the circumstances, where it did not know of any previous history of falls or safeguarding concerns at the time.
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London Borough of Hackney (19 012 139)
Statement Closed after initial enquiries Residential care 05-Feb-2020
Summary: The Ombudsman should not investigate this complaint about problems at a residential care home. This is because the complaint is late.