Alliance Care (Dales Homes) Limited (19 009 854)

Statement Upheld Residential care 30-Jan-2020

Summary: We do not uphold most of Ms A’s complaints about the late Mrs B’s care in a care home because her care was in line with personalised care plans. However, there was a failure to give a full explanation of what happened on the day Mrs B died and this caused Ms A, her daughter, avoidable distress. To remedy the injustice, the Care Provider will apologise within one month.

Bupa Care Homes (CFC Homes) Limited (19 007 103)

Statement Upheld Residential care 28-Jan-2020

Summary: There was fault in the Care Provider’s assessment of Ms D’s needs because it failed to consult with her attorney or seek relevant information from the NHS. There was also a failure to send relevant information about fees or a copy of the contract to the attorney. This caused Mrs C avoidable frustration and confusion. The Care Provider will apologise and take other action described in this statement to prevent recurrence in other cases.

Green Trees Care Home (19 001 098)

Statement Upheld Residential care 27-Jan-2020

Summary: the care provider did not adhere to the care plan to keep Mrs X’s nails clean, and did not adhere to its complaints procedure. It should apologise formally for its shortcomings, ensure its compliance with the care plan and make a payment of £250 in recognition of the unnecessary time and trouble Mr and Mrs A were caused in making a complaint.

West Sussex County Council (19 008 677)

Statement Closed after initial enquiries Residential care 27-Jan-2020

Summary: The Ombudsman will not investigate Ms B’s complaint about care home fees because an investigation is unlikely to add to the responses Ms B has already received.

L Adams and J Adams (19 003 174)

Statement Not upheld Residential care 22-Jan-2020

Summary: The actions of the care provider did not cause injustice to Ms X.

St. Marguerite Residential Care Home (18 017 599)

Statement Upheld Residential care 20-Jan-2020

Summary: Ms C complained that her mother’s care home said she could no longer stay at the home and did not allow her mother to remain at the home while the family was looking for another home. The Ombudsman found fault, for which the care provider has agreed to apologise.

Birmingham City Council (19 012 722)

Statement Closed after initial enquiries Residential care 20-Jan-2020

Summary: The Ombudsman cannot investigate this complaint about the way a care home has dealt with the complainant’s concerns, mainly about the suitability of a visitor to her relative. This is because the relative’s care was fully funded by the NHS, at the relevant time, so the complaint lies outside our jurisdiction.

Care Worldwide (Southwell) Limited (19 000 521)

Statement Upheld Residential care 15-Jan-2020

Summary: There was a failure to seek timely dental care for the late Mrs B and poor communication by the Care Provider about her pain relief. The Care Provider’s complaint response also contained inaccurate information about contact with the GP. This caused Mrs B’s daughter Ms A avoidable distress. The Care Provider will apologise within one month of my final decision.

Norfolk County Council (19 006 617)

Statement Upheld Residential care 14-Jan-2020

Summary: Mr X complains on behalf of his late father, Mr Y, about the Council’s failure to notify him of care home fees until after Mr Y had passed away. As a result, Mr X says he was caused distress and inconvenience because he was presented with a large and unexpected bill for care services. The Ombudsman has identified some fault because the Council has been unable to show what Mr Y and Mr X were told about care home fees while Mr Y was in hospital, and took too long to initiate the financial assessment. However, this did not lead to significant injustice to Mr Y because he would have had to pay the fees even if the fault had not occurred. But there was injustice to Mr X and the Ombudsman has recommended the Council should apologise and make a small payment to him.

Buckinghamshire County Council (19 004 365)

Statement Closed after initial enquiries Residential care 13-Jan-2020

Summary: Mrs X complained that she was prevented from visiting her mother after she complained about her care. We have stopped investigating this complaint as the issues are to be considered by the courts and the Ombudsman cannot investigate further.