Barbara (Aylesbury) Limited (19 004 618)

Statement Closed after initial enquiries Residential care 21-Aug-2019

Summary: The Ombudsman will not investigate this complaint alleging care failings in a care home in 2017. The complaint is late and there are no good reasons to exercise the Ombudsman’s discretion to investigate.

Salford City Council (18 015 399)

Statement Upheld Residential care 20-Aug-2019

Summary: There was fault in Thornton Lodge Care Home’s complaint handling, and this caused an injustice. However, the Council has taken proactive steps to remedy this, and so the Ombudsman has not made any further recommendations.

Pilgrims’ Friend Society (18 017 901)

Statement Not upheld Residential care 19-Aug-2019

Summary: Mrs B complained about the Care Provider placing restrictions on the hours she is able to visit her father in a care home. We are unable to find fault with the actions taken.

Lancashire County Council (19 003 358)

Statement Closed after initial enquiries Residential care 16-Aug-2019

Summary: The Ombudsman will not investigate this complaint about the care that the complainant’s mother received in the care home where she lived. This is because there is nothing that we could add to the Council’s safeguarding investigation and no further outcome that we could achieve.

Bath and North East Somerset Council (18 002 879)

Statement Upheld Residential care 15-Aug-2019

Summary: Mrs L complains Cranhill Nursing Home failed to care properly for her late husband Mr L. She also complains there was fault in the Council’s safeguarding investigation into Mr L’s care and the events leading up to his death. The Ombudsmen have partly upheld Mrs L’s complaints and made recommendations. The Ombudsmen have not found a link between poor care and Mr L’s death.

Surrey County Council (18 011 091)

Statement Upheld Residential care 15-Aug-2019

Summary: The Council was at fault because, after it arranged residential care for Mrs B, she was overcharged for the care she received. The Council has agreed that Mrs B’s estate will be refunded with £3,769.72. The Council has also agreed to arrange for an apology to be sent to Mr C for the failure to issue this refund earlier, which led to him taking time and trouble to pursue the complaint.

Wimbledon Opco Limited (18 010 072)

Statement Upheld Residential care 14-Aug-2019

Summary: The complaint is about care in a care home, including not using a sensor mat, despite it being an assessed need, giving Mr F sandwiches, which was a choke hazard and some issues with staff. The Ombudsman upholds the complaint and has agreed remedies.

Blackburn with Darwen Council (18 014 400)

Statement Upheld Residential care 13-Aug-2019

Summary: Mr B complains that the Council have not properly dealt with charges for Mrs C’s residential care. The Council did not deal properly with charges because Mrs C has been overcharged for residential care. The Council should apologise to Mrs C, refund £12,488.38 for overpaid care charges and review its practices when commissioning care.

Grove House Residential Care Home (18 014 543)

Statement Upheld Residential care 13-Aug-2019

Summary: Miss X complains Grove House Residential Care Home failed to support her mother, Mrs Y, properly with her application for support from Coventry City Council, resulting in a failure to get funding before she died. The evidence shows Grove House delayed in contacting the Council for help, resulting in Mrs Y losing out on funding. Ratan Care Homes, which owns Grove House, needs to apologise and pay £1,000 to Mrs Y’s estate.

Essex County Council (17 016 547)

Statement Upheld Residential care 13-Aug-2019

Summary: The Ombudsmen have found fault by a Council and two NHS Trusts with hospital discharge planning. This meant a patient’s discharge from hospital was delayed unnecessarily. The Ombudsmen also found fault by a Council with its best interest decision process. The Council has already acknowledged this and taken action to address the failings. The faults caused the complainant distress and inconvenience. The Ombudsmen have recommended the organisations apologise and pay the complainant a total of £400 in recognition of the injustice caused by the faults.