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Domiciliary care archive 2020-2021


Archive has 94 results

  • Birmingham City Council (20 003 832)

    Statement Upheld Domiciliary care 30-Mar-2021

    Summary: Miss X complains about the standard of care provided to Mr Y. The Council is at fault as NDH Care Ltd provided inadequate care to Mr Y which caused his admission to hospital and failed to identify and seek medical intervention for pressure sores. The Council also did not give adequate consideration to whether a safeguarding referral indicated Mr Y had received poor care. The Council has agreed to apologise and make a payment to Miss X to acknowledge the distress caused to her and ensure the care provider makes service improvements.

  • Warwickshire County Council (20 004 383)

    Statement Upheld Domiciliary care 26-Mar-2021

    Summary: Ms X complained on behalf of her mother, Mrs Y, that the Council failed to meet Mrs Y's needs in line with her care and support plan. The Council was at fault and has agreed to reduce Mrs Y's fees so that she does not pay for the days where her needs were not met. The Council has also agreed to apologise to Mrs Y and Ms X and pay a financial sum to remedy their distress, and the time and trouble it has taken for Ms X to complain.

  • London Borough of Bromley (20 006 260)

    Statement Upheld Domiciliary care 26-Mar-2021

    Summary: When arranging adult social care for a full cost payer, the Council failed to tell the person of the weekly administrative charge so they could make an informed decision on whether to incur this or arrange their own care. The care the Council arranged was poor, with the Care Provider regularly arriving late and the family having already met the needs of the person using the services. The family received little benefit from the care package they were paying in full for, and found it distressing to do the work of the care workers and never know when the care workers would arrive. The Council will waive the care charges and remind staff to give adequate information about paying for care.

  • Everycare (Medway & Swale) Ltd (20 003 236)

    Statement Upheld Domiciliary care 23-Mar-2021

    Summary: Mrs X complained, on behalf of her and her mother Ms Y, about the way the care provider responded when their late relative Mr Z had two falls in his flat. We cannot make a finding on the extent to which staff assisted Mr Z get off the floor. The care provider was not at fault in the way it sought medical assistance after the fall, in line with Mr Z's wishes. The care provider's record keeping was poor and this is fault. It has already taken action to address this through staff training. The care provider has agreed to apologise to Mrs X and Ms Y and make a payment to acknowledge the uncertainty and distress caused to them by the poor records.

  • Wiltshire Council (19 012 726)

    Statement Upheld Domiciliary care 17-Mar-2021

    Summary: Ms C does not consider the Council adequately protected her mother, Mrs Z, which she says resulted in her not receiving the care she needed before she died. While there were a few instances when the care provided was not as it should have been, overall the care commissioned by the Council was adequate and in line with the court of protection approved care plans. The Council took safeguarding action when necessary. There is no fault in the actions of the Council, or the Care Provider acting on behalf of the Council which have caused unremedied injustice.

  • Cumbria County Council (20 003 857)

    Statement Upheld Domiciliary care 11-Mar-2021

    Summary: We will not investigate Ms B's complaint about the Councils failure to provide care and support when requested. This is because the Council has apologised for the failings in this case and advised Ms B it has restructured its short-term care team to minimise the risk of a similar occurrence. It is unlikely further investigation could add to this or make a different finding.

  • Norfolk County Council (20 004 018)

    Statement Upheld Domiciliary care 04-Mar-2021

    Summary: Ms X complained about the care and support provided to her father Mr Y by a Council commissioned care provider and that the Council failed to notify her when the care provider gave notice to terminate the contract. There was no fault in the care provided or in the way the care provider responded to Ms X's concerns. The care provider was at fault when staff failed to complete daily records on four occasions and when a member of staff made an inappropriate comment to Mr Y. It has already taken action to prevent this recurring. The Council was at fault for not informing Ms X the care provider had terminated the contract. The faults caused Ms X and Mr Y distress and meant Ms X had to care for Mr Y when there was a gap in care provision. The Council has agreed to apologise and make payments to Ms X and Mr Y to acknowledge the impact of the faults.

  • Royal Borough of Windsor and Maidenhead Council (19 014 898)

    Statement Upheld Domiciliary care 04-Mar-2021

    Summary: We have found fault in the way the Council carried out a safeguarding investigation into the care that the Agency provided, fault in the way the Council decided the care plan and fault in the care the Agency provided. The Council has agreed to apologise to the family and pay them £1,000 for the distress they suffered in addition to the £1,000 reduction in the fees the Council has already offered.

  • London Borough of Hackney (19 019 134)

    Statement Upheld Domiciliary care 03-Mar-2021

    Summary: the complainant complained the Council failed to properly supervise and provide suitable home care for her father causing distress. The Council says it followed proper procedures. We found the Council at fault in handling the concerns raised.

  • Excell Home Care Limited (20 002 593)

    Statement Upheld Domiciliary care 02-Mar-2021

    Summary: The investigation into this complaint will be discontinued. The care company has now offered to waive all outstanding charges, and refund Mrs Y the retainer fee she paid