St. Martins Care Ltd (19 004 446)

Statement Closed after initial enquiries Residential care 12-Aug-2019

Summary: We cannot investigate Mrs X’s complaint about the Care Provider overcharging her late relative. This is because the care was commissioned by the NHS so lies outside our jurisdiction.

Newline Care Home Ltd (18 006 197)

Statement Upheld Residential care 09-Aug-2019

Summary: The complaint is about the care received during a stay at a care home, a breach of confidentiality and the complaint response. The Ombudsman upholds the complaint. The records the Care Home kept lead to an uncertainty about what care it provided. The care provider has agreed to our recommendations.

Burlington Care (Yorkshire) Limited (18 016 639)

Statement Upheld Residential care 09-Aug-2019

Summary: Mrs D complains about the standard of care provided to her late mother in a care home, including verbal abuse. The Ombudsman has found the care provider’s actions were fault causing injustice. We have recommended the Care Provider apologise, refund the care fees and make a payment to Mrs D to acknowledge the distress caused.

South Tyneside Metropolitan Borough Council (18 012 312)

Statement Upheld Residential care 05-Aug-2019

Summary: Ms C complained about the respite care, which the Council had arranged for her (late) mother at a care home. The Ombudsman found there was fault in the way Mrs M’s needs were met at the home, particularly with the way in which the care home responded to her falls and the concerns she expressed about feeling unwell. The Council has agreed to provide an apology and a financial remedy to Ms C for the distress she experienced as a result. It will also ensure the care provider implements the actions needed to address the faults identified.

Meridian Healthcare Limited aka HC-ONE (18 013 010)

Statement Upheld Residential care 01-Aug-2019

Summary: The Ombudsman upholds Mrs X’s complaint about Fazakerley House Care Home’s failure to protect her late mother’s possessions. The Care Provider did not follow its own procedures for labelling clothes or keeping records of Mrs Y’s belongings. It also failed to follow its own guidance on cleaning and laundry. This caused injustice to Mrs Y as she had to pay to replace the lost and damaged items. To remedy the injustice caused by the faults identified, the Care Provider will pay £536 to Mrs Y’s estate. It will also apologise to Mrs X and pay her £100 to remedy the frustration it caused her. Finally, the Care Provider will ensure other residents’ files are up to date, personal items are labelled and their laundry is being handled correctly.

Stockton-on-Tees Borough Council (18 018 768)

Statement Upheld Residential care 30-Jul-2019

Summary: Mrs C complains about the care her father, Mr B, received during respite at a care home. Mrs C says staff did not administer all her father’s medication and did not act when his condition deteriorated. The Ombudsman finds fault in the care provided to Mr B. We recommend the Council apologise, pay Mrs C for the uncertainty caused and ensure the provider has updated its policies.

Glenside Manor Healthcare Services Limited (18 012 648)

Statement Upheld Residential care 24-Jul-2019

Summary: Ms X says the manager of the care home where she resides unlawfully restricted her from visiting the home of her friend. She also complains that the care home failed to investigate her complaint about the matter. Ms X suffered significant injustice because of the actions of the care home. The care home accepted fault and agreed a financial remedy for the injustice to Ms X.

Bupa Care Homes (HH Leeds) Limited (18 019 049)

Statement Upheld Residential care 24-Jul-2019

Summary: Mr B complains about the care his late mother received. The Provider failed to administer her medication properly, it did not encourage her to rise for breakfast, gave him false information about this, and did not address his concerns properly at the time. The Provider’s actions caused Mrs Y and the family injustice. It should refund half the fees paid by Mrs Y to her estate. It should also pay £500 to Mr B in recognition of the distress it caused him.

Nottinghamshire County Council (17 017 711)

Statement Upheld Residential care 24-Jul-2019

Summary: Ms P complained that a care home and GP practice failed to properly respond to her father Mr D’s ill health, which put him at unnecessary risk. On another occasion, a nurse at the care home failed to call an ambulance in time, reducing his chance of surviving the infection he died of. Further, that a council failed to carry out safeguarding investigations adequately. The Ombudsmen find some fault with the response of the GP practice and care home in the first incident, which caused Ms P distress. In the second incident the nurse failed to call an ambulance in time which reduced Mr D’s chance of surviving. The Ombudsmen recommend action to address this. They find no fault with the safeguarding investigations.

The Moorlands Nursing Home (17 017 711a)

Statement Upheld Residential care 24-Jul-2019

Summary: Ms P complained that a care home and GP practice failed to properly respond to her father Mr D’s ill health, which put him at unnecessary risk. On another occasion, a nurse at the care home failed to call an ambulance in time, reducing his chance of surviving the infection he died of. Further, that a council failed to carry out safeguarding investigations adequately. The Ombudsmen find some fault with the response of the GP practice and care home in the first incident, which caused Ms P distress. In the second incident the nurse failed to call an ambulance in time which reduced Mr D’s chance of surviving. The Ombudsmen recommend action to address this. They find no fault with the safeguarding investigations.