Residential care archive 2019-2020


Archive has 302 results

  • Bupa Care Homes (ANS) Limited (19 002 412)

    Statement Upheld Residential care 04-Feb-2020

    Summary: The care provider failed to provide proper care and treatment to the late Mr X. As a result, he suffered the development of a pressure sore, and a loss of dignity; his family suffered from knowing Mr X did not receive the care they expected. The care provider will now review its staff training and offer a payment to Mr X’s family.

  • Sanctuary Care (England) Limited (19 012 143)

    Statement Closed after initial enquiries Residential care 04-Feb-2020

    Summary: Mr X complained about the Care Provider’s management of his great aunt’s finances. We propose not to investigate this complaint because it is unlikely we would find fault in the Care Provider’s actions. Mr X has involved the police, and they are best placed to consider whether a crime has taken place.

  • Sai Om Limited (19 014 734)

    Statement Closed after initial enquiries Residential care 04-Feb-2020

    Summary: Mrs X complained about items having gone missing from her mother’s care home placement. We should not investigate this complaint. It is impossible for us to say now what happened to the items and we could not achieve a meaningful remedy for Mrs X.

  • Healthcare Homes Group Limited (19 002 877)

    Statement Not upheld Residential care 03-Feb-2020

    Summary: We do not uphold Ms B’s complaint. There was no water on the bathroom floor when Mr B fell and the Care Provider responded appropriately by seeking medical help for Mr B, by updating his care plans and by referring him to the falls team.

  • Altogether Care LLP (19 003 416)

    Statement Upheld Residential care 03-Feb-2020

    Summary: Ms X complains about the care provided to Mr Y and says this negatively affected the last weeks of his life. The Ombudsman finds the Care Provider caused Mr Y and his family injustice and recommended it reimburse 20% of his care fees. It has agreed to do this and has already apologised and taken action to prevent similar problems in future.

  • Gracewell Healthcare 3 Limited (19 004 009)

    Statement Upheld Residential care 03-Feb-2020

    Summary: There were failings in the late Mrs B’s self-funded care in a nursing home including: poor communication with her family, a failure to provide activities, a delay in obtaining the right medication and in asking the GP to refer her to specialist NHS services, a failure to ensure she received a soft diet and hands-on assistance with eating and a delay in providing a final complaint response. This caused her daughter Mrs A avoidable distress. The Care Provider will apologise and pay Mrs A £1000 to reflect this.

  • North East Care Homes Limited (19 010 491)

    Statement Upheld Residential care 03-Feb-2020

    Summary: Mrs B complains North East Care Homes’ Stainton Lodge Care Centre provided incomplete information to the NHS about her father’s medical circumstances resulting in a delay in him receiving correct medical treatment and his untimely death. It did not tell an out of hours GP that her father was taking antibiotics for a suspected water infection. We cannot say that caused his death. Nevertheless, North East Care Homes needs to apologise and pay financial redress for the distress it has caused.

  • Burlington Care Limited (19 013 586)

    Statement Closed after initial enquiries Residential care 03-Feb-2020

    Summary: The Ombudsman will not investigate Mr A’s complaint about the care provider sending him incorrect invoices for his mother’s care home fees. This is because the matter has already been resolved.

  • Foxholes Nursing Home Limited (19 000 203)

    Statement Upheld Residential care 31-Jan-2020

    Summary: Ms B complains about the care her father received at Foxholes Care Home and says she witnessed an incident where the care staff handled her father in a rough manner. The Ombudsman cannot say there was evidence of fault in the way the staff handled Ms B’s father but there was fault in the provision of the care and the record keeping. The Ombudsman recommends the Home apologises to Ms B and pays her £150.

  • Indigo Care Services Limited (19 009 680)

    Statement Not upheld Residential care 30-Jan-2020

    Summary: Mrs X complained about the care provided to her late mother at the care home. She complained the care provider failed to administer pain relief medication, failed to update risk assessments and care plans, failed to take a urine sample and failed to manage her end of life care. This caused Mrs X significant distress. We have discontinued the investigation because the coroner’s enquiries are ongoing and their conclusions will be directly relevant to any Ombudsman investigation.

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