Coton Care Limited (20 013 128)

Statement Not upheld Residential care 16-Mar-2021

Summary: Mr X complained, in 2019, the care home failed to properly care for his late mother Mrs Y’s hearing which made her deafness worse. We have discontinued the investigation because the complaint is late and there is no worthwhile outcome achievable by investigating this matter now.

HC-One Oval Limited (20 003 652)

Statement Upheld Residential care 16-Mar-2021

Summary: The Ombudsman finds the care provider caused Mrs X an injustice in failing to provide satisfactory care to her. This includes poor hygiene and nutrition levels, and for failing to adhere to its own risk assessments. The care provider has agreed to apologise to Mrs X and pay a financial remedy.

HC-One Oval Limited (20 007 882)

Statement Upheld Residential care 16-Mar-2021

Summary: Mrs C complained about the way the care home responded to her mother’s falls. We found with the care provider’s actions. The care provider has agreed to apologise to Mrs C and her mother and pay each of them a financial remedy for the distress they experienced. It will also share the lessons learned with its staff.

Alysia Caring Limited (20 011 134)

Statement Closed after initial enquiries Residential care 16-Mar-2021

Summary: We will not investigate Ms B’s complaint about errors in her care plan. This is because the care provider has apologised for the fault and we are satisfied this remedies the injustice caused to Ms B.

Burlington Care (Yorkshire) Limited (19 018 311)

Statement Upheld Residential care 12-Mar-2021

Summary: Mr X said the Burlington care home his father, Mr Y, stayed at for respite failed to care for him properly. He says Mr Y suffered injustice because of avoidable falls, isolation and weight loss. Mr X says he was personally affected because he was effectively ‘on call’ to help with Mr Y’s care and he does not consider he should have to pay the full invoice for poor care. We consider the home should have taken more care over Mr Y’s admission. Although it says it admits dementia residents, it is not a dementia unit and should have exercised caution at admission. However, it was not fully informed of Mr Y’s condition. To bring about resolution, I have recommended that the home reduce Mr Y’s invoice.

Cheshire West & Chester Council (20 000 228)

Statement Upheld Residential care 12-Mar-2021

Summary: Mrs B complained in respect of her mother Mrs C about the actions taken by a Care Provider supported by the Council, when Mrs C’s behaviour escalated on two occasions. She complains that Mrs C was in effect evicted from the Care Provider’s care home and spent 40 days in hospital unnecessarily. We find some fault in the Council’s actions and it has agreed to pay Mrs B £350 for the injustice caused.

South Gloucestershire Council (20 001 852)

Statement Not upheld Residential care 12-Mar-2021

Summary: Miss E complains about the care her father received in a nursing home. She says poor care led to his avoidable death. We do not find any fault. Mr E was approaching the end of his life. The care provider gave him appropriate end of life care, including following instructions from other organisations. So we do not uphold the complaint.

Parkcare Homes Limited (20 008 237)

Statement Closed after initial enquiries Residential care 12-Mar-2021

Summary: Miss X complains the care provider lost or damaged her mother’s possessions. We will not investigate Miss X’s complaint. This is because it is unlikely we could add anything to the care provider’s response and it is reasonable for Miss X to use the legal remedy available to her.

Lancashire County Council (20 003 920)

Statement Upheld Residential care 11-Mar-2021

Summary: Mrs B complained that a Care Provider commissioned by the Council terminated her mother’s place at the home unreasonably because a family member did not wish to provide their contact details. We found fault because the Council took no action to mediate between the parties to try and resolve the situation. The Council has agreed to pay £200 to Mrs B and improve its approach in future cases.

Health Care Management Trust (20 005 028)

Statement Not upheld Residential care 10-Mar-2021

Summary: Ms X complained about the quality of care provided to her late mother at a care home. We have discontinued the investigation as Ms X’s sibling has started legal action against the care provider and this will consider matters raised in the complaint.