Domiciliary care archive 2020-2021


Archive has 94 results

  • Westminster City Council (20 005 527)

    Statement Not upheld Domiciliary care 01-Feb-2021

    Summary: Ms X complains about the Care Provider’s decision to end a care agreement for her mother. We have discontinued our investigation to allow the Council to investigate the complaint.

  • London Borough of Redbridge (19 017 164)

    Statement Upheld Domiciliary care 28-Jan-2021

    Summary: Ms Y on behalf of her mother Mrs X complains about the standard of care provided and in particular the issue of missed care calls. She also complains about the Council’s failure to properly investigate her complaints and its failure to complete an adult safeguarding investigation. The Council’s failure to act promptly to investigate the complaints means facts were never established regarding missed calls and the other issues. The Council also delayed the safeguarding procedure meaning no conclusion was reached.

  • Warwickshire County Council (19 014 276)

    Statement Upheld Domiciliary care 25-Jan-2021

    Summary: Mr B complained about the way the Council responded to his complaint about a care agency. He believed the Council’s response simply accepted the agency’s comments. The Council’s response appeared to be inadequate. Mr B cannot be satisfied the Council has properly considered his concerns. The Council has agreed to remedy the injustice.

  • Candlelight Homecare Services Ltd (19 020 434)

    Statement Upheld Domiciliary care 22-Jan-2021

    Summary: Candlelight Homecare Service’s introductory care agency delayed dealing with concerns raised about a carer, failed to properly investigate the concerns, failed to respond to telephone calls from Mr B and failed to address all the areas of complaint in its complaint response. As Mr B’s mother employed the carer directly rather than through the Agency this did not mean the carer remained in place longer than she should have due to the Agency’s fault. However, the failures caused Mr B frustration and led to him going to time and trouble to pursue the complaint. Reconsideration of the Agency’s complaints procedure, commitment to keeping contemporaneous records, a reminder to officers dealing with complaints and an apology and payment to Mr B is satisfactory remedy.

  • Cornwall Council (20 008 316)

    Statement Closed after initial enquiries Domiciliary care 21-Jan-2021

    Summary: We will not investigate this complaint about the Council’s responses to safeguarding allegations made both by and against the complainant. This is because we are unlikely to find fault with the Council’s actions in relation to her, and she does not have consent to bring a complaint or share data relating to the other person involved in this matter.

  • Royal Borough of Kingston upon Thames (20 002 541)

    Statement Upheld Domiciliary care 19-Jan-2021

    Summary: The Council failed to provide adequate domiciliary care to a vulnerable adult. Its safeguarding investigation found poor practice by the Care Provider it commissioned to meet Mr D’s adult social care needs. Mr D received rushed care which did not always meet his needs and contributed to his skin breakdown leaving him uncomfortable. The Council missed opportunities to resolve the issues at the earliest stage and misplaced a complaint. This protracted the upset and frustration for Mr D’s wife and daughter. The Council will refund the care fees, pay £200 each to Mr D’s wife and daughter, and remind staff of the importance of accurate record keeping and responding to correspondence.

  • Midshires Care Limited (19 020 899)

    Statement Upheld Domiciliary care 19-Jan-2021

    Summary: Ms B complains on behalf of her parents, Mr and Mrs C, that the service provided by Midshires Care Limited was inadequate and that it wrongly charged them for care provision during the 14 day notice period. She also says it delayed in responding to her complaint. We uphold Ms B’s complaint. Mr and Mrs C and their family suffered distress and inconvenience because of the actions of Midshires Care Limited. It has agreed to remedy the injustice caused by making a payment and issuing a revised invoice.

  • London Borough of Richmond upon Thames (19 020 401)

    Statement Upheld Domiciliary care 08-Jan-2021

    Summary: Ms X complained on behalf of her mother, Mrs Y, about the standard of care provided and that the Council is unreasonably demanding payment for the poor care. The information provided shows there were some late calls and visits with only one carer. While this is fault, Mrs Y received care in excess of the amount she was charged and so there is no basis to recommend a refund of charges.

  • Midshires Care Limited (20 000 768)

    Statement Upheld Domiciliary care 07-Jan-2021

    Summary: Mrs X complained her mother paid Midshires Care Limited for specialised dementia care which she did not receive. The failings in the care service provided to Mrs X’s mother have caused Mrs X and her mother an injustice.

  • Norfolk County Council (19 016 681)

    Statement Upheld Domiciliary care 18-Dec-2020

    Summary: Mrs X complained on behalf of her father, Mr Y, that the Council did not adequately care for Mr Y and showed neglect. The Ombudsman found the Council was not at fault in the way it cared for and supported Mr Y. The Council was at fault for not telling Mrs X the outcome of financial abuse allegations made about her.

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