Residential care archive 2020-2021


Archive has 238 results

  • Corner House Care Limited (20 006 782)

    Statement Upheld Residential care 26-Feb-2021

    Summary: Mrs C complained her sister’s care home threw away her sister’s clothes after she had passed away, even though Mrs C had repeatedly told the home the family wanted to collect them. Mrs C complained the care home also failed to establish how this happened and says the whole event has caused her a lot of distress at an already very difficult time. We found fault with the actions of the care provider. While the care provider has agreed to provide an apology, it has not agreed to pay the financial remedy we recommended, which it believes to be too high. We have given the care provider 30 days to comply, before we will start the process of issuing an Adverse Finding Notice.

  • Nottinghamshire County Council (20 006 509)

    Statement Upheld Residential care 23-Feb-2021

    Summary: We have discontinued our investigation into Mr X’s complaint about the Councils decision to recover the outstanding care fees for his relative Mr Y. The Council has offered to waive the outstanding care fees which remedies any injustice caused.

  • Athena Healthcare (Park Road) Limited (19 018 572)

    Statement Upheld Residential care 23-Feb-2021

    Summary: Mr and Mrs X complained the care provider overcharged them for nursing care Mr X did not require. It has refunded the charges as a goodwill gesture but not accepted it wrongly charged them. The care provider was at fault. It did not inform Mrs X about differing care rates and there is no evidence Mr X had nursing needs. It should have charged Mr X at its residential rate. Mr X has since died, but the care provider should accept its mistake and apologise to Mrs X. It should pay her £250 to acknowledge the lost interest and uncertainty and distress caused by the overpaid charges and review its procedures. It should also carry out a review to see if others were affected by this fault and reimburse anyone overcharged.

  • Dudley Metropolitan Borough Council (19 018 885)

    Statement Upheld Residential care 22-Feb-2021

    Summary: Mrs W complained to us about the residential care the Council arranged for her late husband. We found there were several shortcomings with the support Mr W received, which would have been distressing for him as Mrs W. The Council has agreed to apologise and pay a financial remedy to Mrs W for the distress she experienced.

  • Sandwell Metropolitan Borough Council (20 005 908)

    Statement Closed after initial enquiries Residential care 18-Feb-2021

    Summary: Mr X complains that the Council failed in its duty of care to keep his father, Mr F, safe in a care home. Mr F was attacked in a care home in 2017 by another resident, causing him physical injury and distress. The Ombudsman will not investigate this complaint because it is late.

  • Bupa Care Homes (CFC Homes) Limited (19 011 992)

    Statement Upheld Residential care 16-Feb-2021

    Summary: Mrs Y complains about the care provided to her late mother, Mrs X, in a nursing home in the way she was moved and handled during an assessment. Mrs Y says this caused Mrs X and the family distress. The Ombudsman finds fault in the Care Provider’s actions which caused injustice. The Care Home has agreed to apologise to Mrs Y, make a payment to her to acknowledge the impact of its fault, share this statement with its complaints team for learning, and arrange up-to-date manual handling training for staff.

  • Haversham House Limited (20 000 752)

    Statement Upheld Residential care 16-Feb-2021

    Summary: Ms C complained on behalf of her father that care provided to him by Haversham House Limited was unsafe. Ms C complained that her father was neglected and suffered mental and physical distress. We found fault by the care provider in some aspects of his care. An apology has been agreed to acknowledge the resultant injustice.

  • Bury Metropolitan Borough Council (20 001 367)

    Statement Not upheld Residential care 16-Feb-2021

    Summary: There was no significant fault in the Council’s handling of a safeguarding enquiry. For this reason, we have completed our investigation.

  • Ranc Care Homes Limited (20 001 936)

    Statement Closed after initial enquiries Residential care 15-Feb-2021

    Summary: We will not investigate this complaint about the quality of care provided in a residential care home. This is because we could not achieve a worthwhile outcome or add anything further to the Care Provider’s response.

  • London Borough Of Barnet (19 021 064)

    Statement Closed after initial enquiries Residential care 15-Feb-2021

    Summary: Mr B complains about the care and support provided to his wife’s late cousin, Miss J, while resident in a home partly funded by the Council and the Clinical Commissioning Group. Mr B says Miss J suffered continuous weight loss and was unlawfully strapped to a chair for long periods by the Home during the last six months of her life. Mr B also complained about the decision to discharge Miss J from hospital and a failure to readmit her to hospital. Mr B’s complaint to the Ombudsmen is late and it is unlikely we can add to the previous investigation completed by the Council or achieve the outcome he wants.

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