Archive has 283 results
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Statement Upheld Residential care 02-Dec-2019
Summary: Ms C complained about the care and support her mother received at her care home. The Ombudsman decided to discontinue his investigation, because the care provider offered an appropriate remedy, which the complainant accepted, before the investigation was completed.
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Manchester City Council (19 003 457)
Statement Not upheld Residential care 29-Nov-2019
Summary: Mrs X complained for her mother, Mrs Y, about care and recording keeping at St Mary’s Nursing Home. She also complained about a safeguarding referral. There was no fault.
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Devon County Council (18 010 324)
Statement Upheld Residential care 27-Nov-2019
Summary: We uphold two of Ms A’s complaints about her late father Mr B’s care: there was poor record keeping around injuries to Mr B and a failure to speak to her about the decision to stop funding a nursing home placement. This was fault and caused Ms A avoidable distress. We have not upheld the rest of Ms A’s complaints. To remedy the injustice, the Council has accepted our recommendation to apologise and make a symbolic payment of £250.
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Essex County Council (19 011 746)
Statement Closed after initial enquiries Residential care 26-Nov-2019
Summary: We cannot investigate Mrs X’s complaint that the Council does not provide 24-hour support at the accommodation where her late brother lived. This is because Mrs X does not have permission from the residents to complain on their behalf.
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Surrey County Council (18 012 625)
Statement Upheld Residential care 25-Nov-2019
Summary: Mrs R and Miss S complain about the way their mother, Mrs T (deceased), was treated by a Council commissioned care provider following a water leak. There was fault in the Council’s handling of safeguarding concerns about the care provider’s actions just before Mrs T was admitted to hospital with dehydration and pneumonia. The Council also failed to appropriately intervene when the care provider decided to refuse Mrs T’s return from hospital, which caused avoidable distress to Mrs T and her family. The Council has agreed to apologise and make payments to Mrs R and Miss S, as well as improvements to the way in which the care provider records information and liaises with the Council and families or interested parties of residents.
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Sandwell Metropolitan Borough Council (18 017 465)
Statement Upheld Residential care 25-Nov-2019
Summary: Mrs X complains Tendercare Home Ltd failed to meet Mrs Y’s assessed care needs and placed her at considerable risk. She also complains the Council failed to keep her informed of the outcome of a safeguarding investigation. The failings in the care and services provided by Tendercare Home Ltd and in the Council’s safeguarding investigation amount to fault. This fault has caused Mrs Y and Mrs X an injustice.
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London Borough of Bexley (19 003 653)
Statement Upheld Residential care 21-Nov-2019
Summary: Mrs X complained for her husband, Mr X, about respite care at the Sidcup Care Home. There was fault in the way the Council commissioned the care and communicated with the care provider. There was no fault in the care provider’s decision to no longer offer respite care to Mr X in the future.
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Devon County Council (19 000 983)
Statement Not upheld Residential care 21-Nov-2019
Summary: There was no fault in the Council’s actions. The delay in Mrs X discovering her mother’s death was sad and unfortunate but not the fault of the Council or care provider.
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Sandwell Metropolitan Borough Council (19 005 086)
Statement Upheld Residential care 21-Nov-2019
Summary: Miss X complained on behalf of her late father, Mr F about the Council commissioned care home, Delves Court, where Mr F lived between August and December 2018. Miss X said the care home unfairly charged for a notice period at the private rate after Mr F left. The Council was at fault. The care home entered into a private agreement with Mr F which was against the contractual agreement it had with the Council. It also wrongly insisted Mr F serve a 30-day notice period which resulted in large final invoice. The Council has already acknowledged those faults and has proposed to pay Miss X’s outstanding fees with the care home. In addition, it agreed to pay Miss X £150 to acknowledge the distress and time and trouble this has caused her and agreed to address the matter with the care home to prevent any recurrence of the faults.
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Catholic Blind Institute (18 019 427)
Statement Not upheld Residential care 18-Nov-2019
Summary: The care provider considered all relevant factors before it decided it could no longer meet Mr X’s needs.