Domiciliary care archive 2020-2021


Archive has 94 results

  • Essex County Council (19 008 757)

    Statement Upheld Domiciliary care 17-Aug-2020

    Summary: Mrs X complained the Care Provider commissioned by the Council, Sesnha Care, did not properly care for her mother, Mrs Y and failed to address the complaint she raised about this. She said this caused her and her family distress and inconvenience. There was fault in the Care Provider’s actions when it failed to lock Mrs Y’s door, missed several care visits, and did not administer her medication correctly. The Council was at fault when it did not review Mrs Y’s care package in line with statutory guidance. The Council has agreed to pay Mrs X £150 to recognise the distress and time and trouble she was put to by these faults.

  • Kent County Council (19 013 288)

    Statement Not upheld Domiciliary care 14-Aug-2020

    Summary: Mr X complained the care provider commissioned by the Council, failed to consider his mother, Mrs Y’s needs when it decided it could no longer deliver her care package and she would have to move to a nursing home. He also complained the Care Provider replaced his mother’s key worker because she disagreed with the Care Provider’s decision. He said this matter has caused his mother distress and emotional upset. There was no fault in the Care Provider’s actions.

  • Taylor Care Ltd (20 000 934)

    Statement Closed after initial enquiries Domiciliary care 03-Aug-2020

    Summary: Mr X complained about how the Care Provider treated him after a carer made false allegations about him. We will not investigate this complaint as it is unlikely we would find fault in the Care Provider’s actions.

  • Mears Care Limited (19 015 419)

    Statement Closed after initial enquiries Domiciliary care 30-Jul-2020

    Summary: Mr C complains about his domiciliary care and that he was overcharged. The Ombudsman has ended his involvement as Mr C has started court action.

  • London Borough of Havering (19 009 811)

    Statement Upheld Domiciliary care 29-Jul-2020

    Summary: The Council frequently failed to complete adult social care calls on time or failed to turn up at all. On many occasions the Council still met Mrs H’s needs, but on other occasions it did not. Mrs H was paying in full for the poor service. The Council will waive 50% of the care fees and pay £100 each to Mrs H and her daughter in recognition of their distress, time and trouble.

  • The Good Care Group Ltd (19 006 121)

    Statement Not upheld Domiciliary care 28-Jul-2020

    Summary: The care provider took the right action to investigate the allegations about two separate carers. It liaised with the local safeguarding teams. It refunded money in goodwill where there was little evidence of inappropriate use. There is no worthwhile outcome to be achieved by further investigation.

  • Kent County Council (19 010 756)

    Statement Upheld Domiciliary care 13-Jul-2020

    Summary: Mr X complained the Council failed to provide him with suitable care for four months. He also said the Council did not provide him with satisfactory care when his care visits resumed. He said this negatively affected his health. There was fault in the Council’s actions but this did not lead to an injustice for Mr X.

  • Docmar Limited (19 006 502)

    Statement Upheld Domiciliary care 02-Jul-2020

    Summary: Miss Y complained the care provider failed to provide adequate care and support to her grandmother, behaved in an intimidating way towards the family and then ended the contract without notice, leaving her grandmother without the support she needed. We have found fault with the care provider’s record keeping and for not providing all the care required by the care plan. It has already remedied the injustice caused.

  • Allot Healthcare Services (17 013 763)

    Statement Upheld Domiciliary care 01-Jul-2020

    Summary: We uphold Ms A’s complaints about a care provider not providing her with reading and social support. Ms A suffered avoidable distress and inconvenience and she did not receive the services agreed on her care plan. To remedy the injustice, the Care Provider will reduce the bill by a further £1500 and apologise for the failings identified within one month. We do not uphold Ms A’s complaint about billing her for a second carer.

  • Essex County Council (19 004 000)

    Statement Upheld Domiciliary care 29-Jun-2020

    Summary: Mr C complained to us about the home care the Council arranged for his mother between June 2018 and September 2018, and the way in which the care provider and the Council dealt with his concerns. The Ombudsman found fault, which the Council has agreed to apologise for. The Council will also share the lessons learned with relevant staff and ensure that all homecare providers it uses have a system in place to record the time a care worker arrives for a visit to a client and the time they leave.

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