Care UK Community Partnerships Limited (19 012 088)

Statement Upheld Residential care 16-Dec-2020

Summary: Ms C complained about various aspects of the residential respite care her (late) mother received. We found there was some fault in the actions of the care provider. It has agreed to apologise for any distress these may have caused Ms M and her family.

Camelot Care (Plymouth) Limited (19 019 695)

Statement Upheld Residential care 11-Dec-2020

Summary: Mr X complains on behalf of the late Mr Y that the Care Provider did not restart Mr Y’s prescription after he moved from another nursing home. Mr X says Mr Y did not receive all his prescribed medications during his stay with the Care Provider. Mr X says this has caused him uncertainty about the care provided to Mr Y. We find no fault in how the care home administered Mr Y’s medication, but some fault caused by delays in replying to Mr X. The Care Provider has already apologised for this fault. It has agreed to remind its staff to adhere to its complaints policy.

London Borough Of Barnet (20 001 049)

Statement Not upheld Residential care 09-Dec-2020

Summary: Mrs B complained about the standard of care provided to her late aunt at a care home. We have agreed the Council will now investigate the complaint. If Mrs B is dissatisfied with the outcome of the Council’s investigation then she can make a further complaint to us. We have discontinued the investigation.

Sandwell Metropolitan Borough Council (19 013 022)

Statement Upheld Residential care 08-Dec-2020

Summary: Mrs B complained about the care her late father, Mr C, received at Robert Harvey House Nursing home where he lived for the last five weeks of his life. She considered the care fell short of reasonable standards. In particular she complained there was a failure to administer medication and other failings with hydration, toileting, pressure relief, nutrition and hygiene. There was fault by the Council and in the care it commissioned. It will apologise to Mrs B and make a payment to her.

London Borough of Newham (20 006 245)

Statement Closed after initial enquiries Residential care 07-Dec-2020

Summary: The Ombudsman will not investigate Ms B’s complaint about care provided to the late Mr C. This is because he could not provide a remedy to Mr C for any injustice caused to him by the Council’s failings, as he is now deceased.

Tameside Metropolitan Borough Council (19 017 651)

Statement Upheld Residential care 07-Dec-2020

Summary: Mr X complains the care home, in which the Council placed his mother, failed to look after her properly, resulting in her having two falls and permanently reducing her mobility. The evidence does not support the claim that the care home was responsible for Mrs Y’s injuries.

Liverpool City Council (20 005 422)

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

Summary: The Ombudsman will not investigate this complaint about alleged staff rudeness and abuse at a care home. This is because there is no worthwhile outcome achievable through further investigation of the issues relating to the complainant, and she does not have authority to complain on behalf of her brother.

Leeds City Council (20 004 980)

Statement Closed after initial enquiries Residential care 02-Dec-2020

Summary: The Ombudsman will not investigate this complaint about the standard of care in a supported living residence. This is because there is nothing that further investigation could add to the previous investigations by the Care Provider and the Council.

Norfolk County Council (19 020 541)

Statement Upheld Residential care 30-Nov-2020

Summary: Mrs X complained a Council care home banned her from visiting her grandmother stating her grandmother did not wish to see her. Mrs X says this decision was up for review in December 2019, but the Council’s stance has not changed. There was fault in the way the care home banned Mrs X but this has not caused Mrs X an injustice as her grandmother consented to the ban once she had been assessed to have capacity.

Four Seasons (DFK) Limited (19 005 856)

Statement Upheld Residential care 27-Nov-2020

Summary: Mr X complains about the actions of a care home. He says the care home did not contact him when his mother died, did not complete an inventory of his mother’s belongings when she entered the care home, and that money was taken from his mother’s bank account. He also complains about the care home’s complaint handling. The Ombudsman finds some fault with the care home. We have made some recommendations.