Sandwell Metropolitan Borough Council (19 000 504)

Statement Upheld Residential care 15-Nov-2019

Summary: Mr X complained about the quality of care provided to his mother at two Council commissioned care homes. The Council was at fault. Care home A was unable to meet Mrs Y’s needs and the Council took too long to move her. It agreed Mrs Y could move to care home B even though this provided similar care to care home A and so could not meet her needs. It then failed to move Mrs Y who was ultimately admitted to hospital under the Mental Health Act for assessment. The Council’s complaint response was also poor. The Council has agreed to reduce the care bill, make a payment to Mr X to acknowledge the distress and frustration he was caused and carry out a lessons learned exercise to prevent a recurrence of the faults.

Foxley Lodge Care Ltd (18 012 216)

Report Upheld Residential care 15-Nov-2019

Summary: Adverse findings notice issued because Foxley Lodge Care Ltd failed to provide the remedy recommended by the Ombudsman following an investigation. 

Tilford Care Home Limited (19 008 265)

Statement Closed after initial enquiries Residential care 15-Nov-2019

Summary: The Ombudsman will not investigate Ms X’s complaint about her ex-husband’s stay at the care provider’s care home. Ms X has confirmed the matter has been resolved with the care provider and she does not wish to continue with this complaint.

Maples Care Home (Bexleyheath) Limited (19 003 596)

Statement Not upheld Residential care 12-Nov-2019

Summary: The Ombudsmen find there was fault on the part of a Surgery in the care it provided to a patient with dementia. It should have done more before prescribing a sedative on a long-term basis, and it should have performed a more thorough examination when the patient became unwell. These faults have left the patient’s daughter with uncertainty which, in turn, caused distress. The Surgery has agreed to provide an apology and produce an action plan to help put things right.

Maples Care Home (19 003 596a)

Statement Not upheld Residential care 12-Nov-2019

Summary: The Ombudsmen find there was fault on the part of a Surgery in the care it provided to a patient with dementia. It should have done more before prescribing a sedative on a long-term basis, and it should have performed a more thorough examination when the patient became unwell. These faults have left the patient’s daughter with uncertainty which, in turn, caused distress. The Surgery has agreed to provide an apology and produce an action plan to help put things right.

Wiltshire Council (19 010 129)

Statement Closed after initial enquiries Residential care 11-Nov-2019

Summary: The Ombudsman will not investigate Mr A’s complaints about care provided to his mother, Mrs B. This is because Mr A is not considered a suitable representative to complain on behalf of Mrs B.

Norfolk County Council (19 000 323)

Statement Upheld Residential care 11-Nov-2019

Summary: Mrs X complains the Council’s care home, Cranmer House, failed to look after her husband properly when he stayed there for respite care and the Council failed to address her concerns about this properly. Cranmer House failed to protect Mr X from harm, resulting in minor injuries when he fell out of bed. The Council’s safeguarding enquires were also delayed, which added to Mr & Mrs X’s distress. The Council needs to take action to remedy the injustice it has caused and to make sure Cranmer House has implemented the improvements it asked it to make.

South West Care Homes Ltd (19 001 831)

Statement Upheld Residential care 11-Nov-2019

Summary: Mr B complains South West Care Homes was wrong to tell him it could no longer meet his mother’s needs, resulting in him having to move her to another care home. South West Care Homes provided misleading information about his mother’s need for nursing care, but it did not give her notice to leave. It needs to apologise to Mr B and identify the action to take to ensure its staff better understand the difference between residential and nursing care, so they do not provide misleading advice in the future.

Maria Mullaband 13 Limited (19 003 567)

Statement Upheld Residential care 11-Nov-2019

Summary: Mr B complains on behalf of his sister in law Mrs C, that the Care Provider did not deal properly with charges for Mrs C’s care before she died. The Care Provider was not clear about its charges. The Care Provider should pay Mrs C’s estate £7275.34 and review its procedures.

London Borough of Ealing (19 001 600)

Statement Upheld Residential care 08-Nov-2019

Summary: Mr C complains that the Council failed to inform him that his relative, Ms B, would be required to contribute towards the cost of her nursing home fees and failed to respond to his complaint. The Ombudsman finds the Council was at fault in that it delayed in carrying out a financial assessment and failed to contact Mr C about Ms B’s contribution to the charges until after she died. This caused Mr C uncertainty and he was put to time and trouble in pursuing the matter. The Council has agreed to remedy this injustice by making a payment to Mr C.