Indigo Care Services Limited (19 018 528)

Statement Closed after initial enquiries Residential care 18-Mar-2020

Summary: The Ombudsman will not investigate Mr X’s complaint about the care provider’s actions in respect of his deceased aunt,
Mrs Y. This is because Mr X does not have the consent of Mrs Y’s executor. The Ombudsman will not investigate the other parts of the complaint because there is insufficient evidence of significant injustice to Mr X.

Bupa Care Homes (BNH) Limited (19 005 879)

Statement Upheld Residential care 17-Mar-2020

Summary: Mrs X complains on behalf of her husband Mr X about a lack of cold running water during his stay at a care home. She also complains about a lack of care and about actions the home took when she wanted to discharge her husband. The Ombudsman has found no evidence of fault in the way the Care Provider cared for Mr X. The Care Provider accepts there was a problem with the water and has already offered a suitable remedy to Mrs X.

Highcliffe Care Centre Limited (19 017 320)

Statement Closed after initial enquiries Residential care 17-Mar-2020

Summary: The Ombudsman will not investigate Ms B’s complaint about the care her friend, Mrs C, received at the care provider’s care home. This is because Ms B does not have consent from Mrs C’s next of kin to make this complaint.

Surrey County Council (19 019 255)

Statement Closed after initial enquiries Residential care 17-Mar-2020

Summary: The Ombudsman will not investigate Mrs C’s complaint about the actions of her husband’s care provider. This is because the Council’s actions have not caused either Mr or Mrs C a significant enough injustice to warrant an Ombudsman investigation. Any further investigation is unlikely to add to the Council’s response or make a different finding of the kind Mrs C wants.

Norfolk County Council (19 009 186)

Statement Upheld Residential care 16-Mar-2020

Summary: There was fault as the care home’s full records cannot be found. From the evidence that the Ombudsman has seen, there was fault as the records do not show how the care home properly reviewed the risk of falls and changed the care plan appropriately. There was an incident where Mrs C was left on her own following a fall. The Council has agreed to apologise to Mrs C’s daughter and pay her £150.

Roy Edward Howse (19 012 880)

Statement Closed after initial enquiries Residential care 16-Mar-2020

Summary: The Ombudsman will not investigate Mr B’s complaint about his grandmother’s care at the care provider’s care home. The care provider is no longer trading and the Ombudsman does not have the information required to investigate the matter. Also, the Ombudsman could not make recommendations to a body which no longer exists even if he was able to reach a view on the issues raised.

GP CARE Services Limited (19 009 245)

Statement Not upheld Residential care 13-Mar-2020

Summary: The complaint is about the care Mr G’s mother received while in a care home. The Ombudsman has considered a council’s records of its safeguarding investigation. Our view is an investigation by us would be unlikely to add anything. So our view is we should discontinue our investigation.

Bupa Care Homes (CFC Homes) Limited (19 013 301)

Statement Upheld Residential care 13-Mar-2020

Summary: Mr and Mrs A complain about their late relative Mr B’s care in a nursing home. There was poor record keeping by the Care Provider and so we uphold this part of the complaint. The Care Provider has already remedied any injustice. We are satisfied wound care was appropriate and in line with Regulation 17 of the 2014 Regulations and so do not uphold this part of Mr and Mrs A’s complaint.

Leeds City Council (19 015 474)

Statement Closed after initial enquiries Residential care 13-Mar-2020

Summary: The Ombudsman will not investigate this complaint about the care the complainant received while staying in a residential care home. This is because he is unlikely to find fault.

Luton Borough Council (19 007 191)

Statement Not upheld Residential care 12-Mar-2020

Summary: There is no evidence of fault on the part of the Council in the way it charged the late Mr X for his care.