Archive has 283 results
-
Sunrise Senior Living Limited (19 005 880)
Statement Not upheld Residential care 08-Nov-2019
Summary: Mrs X complained on behalf of her mother, Mrs Y who is now deceased. Mrs X complained that Sunrise Senior Living Limited (the care provider) refused to consider a refund of an upfront community care fee of £6000 which Mrs Y paid when she started living with the care provider. That was following an investigation by the Competition and Markets Authority (CMA) which found the upfront fees were unfair. The care provider was not at fault. Mrs Y was not entitled to a refund as she paid the community fee and started living with the care provider outside the timescales it agreed with the CMA for refund requests.
-
New Century Care (Colchester) Limited (19 002 915)
Statement Not upheld Residential care 05-Nov-2019
Summary: Mr D complains about how his mother was treated when she stayed at the Care Provider’s care home for around two weeks. However, there is no evidence of fault in how the care home dealt with any of the matters Mr D has raised, or any evidence that Mrs D suffered any injustice.
-
Statement Upheld Residential care 01-Nov-2019
Summary: There is evidence of fault by the care provider. There are inconsistencies in the records of a fall Mr Y had in a care home. There was a delay in providing Mr Y’s family with care records pertaining to the fall. The Care Provider failed to investigate the complaint and failed to respond to Mr Y’s family. There is no evidence to suggest Mr Y received poor care, or that his fall could have been prevented
-
Southern Healthcare (Wessex) Ltd (19 006 597)
Statement Closed after initial enquiries Residential care 01-Nov-2019
Summary: The Ombudsman will not investigate this complaint about missing Christmas cards and a dressing gown. There is insufficient evidence of injustice warranting an investigation.
-
Twinglobe Care Limited (19 000 646)
Statement Upheld Residential care 29-Oct-2019
Summary: There was fault in the Home’s records relating to an incident involving Mr C. There was fault in the way the Home evicted Mr C, the eviction itself, the lack of notice and the contract upon which the eviction was based. The Home has agreed to apologise to Mr C and his family, pay back three weeks’ fees and £300, review its contract and ensure that managers are training in managing and recording incidents.
-
Bupa Care Homes (CFC Homes) Limited (19 001 065)
Statement Upheld Residential care 29-Oct-2019
Summary: The Care Provider has acknowledged that it did not always communicate key information, so the complainant did not know his father was receiving end of life care. It has apologised and refunded the care fees. The Care Provider also did not do enough to get the complainant’s father medical treatment when he was ill, and had refused food and water. Its actions have caused the family distress and it should apologise, remind its staff of its processes and pay the family in recognition of this.
-
Worcestershire County Council (18 015 291)
Statement Closed after initial enquiries Residential care 29-Oct-2019
Summary: The Ombudsman will not investigate Mrs X’s complaint about the care provided to her late husband on the Council’s behalf. This is because we cannot say the care wrongly caused his death and we cannot now remedy any injustice he may have suffered during the final weeks/months of his life.
-
Lincolnshire County Council (19 003 506)
Statement Not upheld Residential care 29-Oct-2019
Summary: The Ombudsman has discontinued its investigation into a complaint about an alleged incident at a care home that happened more than five years and the Council’s refusal to disclose documents about its investigation into the incident. The complaint is out of time and other agencies are better placed to investigate the complaint.
-
Athena Healthcare (New Brighton One) Limited (19 003 916)
Statement Closed after initial enquiries Residential care 28-Oct-2019
Summary: The Ombudsman will not investigate Ms A’s complaint about her late mother’s, Mrs B’s, care provider’s decision not to reimburse the cost of missing items. This is because Ms A can ask the court to consider whether the care provider is liable for the loss of her late mother’s hearing aid and it would be reasonable for her to use this remedy.
-
Brampton View Limited (19 008 482)
Statement Closed after initial enquiries Residential care 28-Oct-2019
Summary: The Ombudsman will not investigate Mr X’s complaint the care provider cancelled his wife’s planned stay at short notice. There is no fault in the care provider’s decision as it was acting in line with a restriction on admissions put in place by the Care Quality Commission. It informed Mr X of the need to cancel on the same day it was told of the restriction.