Bupa Care Homes (CFHCare) Limited (19 014 528)

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

Summary: The Ombudsman will not investigate Mrs B’s complaints about the actions of her late uncle’s, Mr C’s care provider. This is because sadly Mr C is now deceased so the Ombudsman could not provide him with a remedy to any injustice caused to him by his care provider even if he investigated.

City of Bradford Metropolitan District Council (19 018 337)

Statement Closed after initial enquiries Disabled facilities grants 18-Mar-2020

Summary: The Ombudsman will not investigate this complaint about problems with a wet room built by the Council under a Disabled Facilities Grant. This is because there is insufficient evidence of fault by the Council.

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.

London Borough of Enfield (19 002 228)

Statement Not upheld Assessment and care plan 17-Mar-2020

Summary: The Ombudsman has not investigated most of Mr B’s complaints as the complaints are out of time or have not gone through the Council’s complaints procedure yet. The Ombudsman has not found fault in the way the Council decided to stop Mr B’s direct payments.

Lancashire County Council (19 005 143)

Statement Upheld Assessment and care plan 17-Mar-2020

Summary: Mr X complains the Council has not provided any autism support and has handled his complaints poorly, causing distress. The Ombudsman finds the Council delayed completing a care assessment and failed to follow its complaints policy. The Ombudsman recommends the Council provides an apology to Mr X, pays Mr X £300 and takes steps to prevent recurrence of the faults.

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.

Hampshire County Council (19 007 896)

Statement Upheld Assessment and care plan 17-Mar-2020

Summary: The Ombudsman has not found evidence of fault in the way the Council decided to change Mr C’s support arrangements. However, the Council’s failure to complete a formal care plan and a carer’s support plan was fault. There was also no fault in the Council’s agreement that Mr C should live with his brother during an emergency placement, but the Council should have obtained Mr C’s views earlier and helped him in accessing his adapted facilities. The Ombudsman recommends the Council provides a care plan and a carer’s support plan, apologises to the family and pays them £200.

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.

Cumbria County Council (19 017 930)

Statement Closed after initial enquiries Assessment and care plan 17-Mar-2020

Summary: The Ombudsman will not investigate Mr C’s complaint about information contained in Council’s records about him. This is because he could not add to the Council’s response or make a finding of the kind Mr C wants.

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.