Wiltshire Council (20 009 518)

Statement Closed after initial enquiries Residential care 09-Mar-2021

Summary: I will not investigate this complaint about the actions of a residential care provider when a resident became unwell during very hot weather conditions. This is because there is nothing that further investigation could add to the Care Provider’s previous investigation and response.

Anchor Hanover Group (20 004 086)

Statement Upheld Residential care 08-Mar-2021

Summary: Mrs X complained that Anchor Hanover Group (the Provider) failed to prevent her mother, Mrs Y, from falling and breaking her hip. We found fault with how the Provider assessed the risks to Mrs Y and how it handled Mrs X’s complaint. However, this did not contribute to Mrs Y’s fall, so did not cause the distress Mrs X claims. The Provider has apologised for the distress caused by how it handled Mrs X’s complaint and made service improvements. We consider this is a suitable remedy so we have completed our investigation.

City of Bradford Metropolitan District Council (20 004 221)

Statement Upheld Residential care 08-Mar-2021

Summary: Mrs F complained on behalf of her father Mr G, that the Care Provider took inadequate action to care for Mr G when he fell in a residential care home. We noted the Care Provider accepted some fault and has taken action to improve its procedures. But we consider it should pay Mrs F and Mr G £300 for the distress and uncertainty caused by the failings. The Council has agreed to our recommendations.

Radcliffe Care Home Ltd (20 011 263)

Statement Closed after initial enquiries Residential care 08-Mar-2021

Summary: We will not investigate Mr X’s complaint about the hairdressing charges incurred by his late mother Mrs X during her stay at a care home. The care provider did not fail in its duty of care to Mrs X by not preventing her having this service, because there is not enough evidence to show Mrs X did not have capacity to make decisions to spend her own money on the hairdressing she received.

Care UK Community Partnerships Limited (19 021 013)

Statement Upheld Residential care 08-Mar-2021

Summary: the complainant complained the Care Provider provided poor quality care for her mother at its Britten Court Lowestoft care home causing distress and risk of harm. The Care Provider says it learned from the complaint by improving staff practice and engaged with the proper agencies to report safeguarding issues. We found following several falls and some incidences of poor care the Care Provider caused injustice for which we have recommended a remedy.

I Care International Limited (20 010 596)

Statement Closed after initial enquiries Residential care 05-Mar-2021

Summary: We will not investigate Mr X’s complaint about the care provider losing his mother’s belongings. This is because it is unlikely an investigation could add to the response already provided by the care provider and because Mr X can take the matter to court if he considers the care provider to be liable for the loss of these items.

Gracewell Healthcare Limited (20 011 078)

Statement Closed after initial enquiries Residential care 04-Mar-2021

Summary: We will not investigate Mrs B’s late complaint about the way she and her late father, Mr C, were treated by his care provider. This is because any injustice caused to Mr C from the actions of his care provider cannot be remedied now, and, although Mrs B feels she has not received an appropriate remedy for the care provider’s failings, the care provider reimbursed Mr C for care he did not receive in 2019 and Mrs B could have come to us before now if she felt this was not an appropriate remedy. There is no good reason to disapply the law and investigate this late complaint now.

North Yorkshire County Council (19 018 824)

Statement Upheld Residential care 02-Mar-2021

Summary: The Council’s commissioned care provider failed to take precautions to protect the late Mrs Y’s skin integrity in accordance with her risk assessments. It also failed to seek the correct medical help promptly. The Council’s safeguarding investigation was at fault in finding the home had acted appropriately when it had gathered evidence to the contrary. The Council will now offer Mr X an apology and a sum in recognition of the distress its actions caused.

Barchester Healthcare Homes Limited (19 021 105)

Statement Upheld Residential care 02-Mar-2021

Summary: The Care Provider failed to properly communicate with Ms X about the breakdown of a heating boiler at a care home her parents resided in. It acknowledged it could have dealt with her enquiries about this, and subsequent complaints better.

Cherry Tree Care Limited (19 009 351)

Statement Not upheld Residential care 26-Feb-2021

Summary: Mrs Y complains on behalf of her late husband, Mr Y, that Cherrytree Residential Home failed to provide the required period of notice before asking him to leave, and retained the fees paid for the following month. We find no evidence that the home asked Mr Y to leave. On the balance of probabilities, it appears more likely than not that Mrs Y chose to move Mr Y. The home was therefore entitled to retain the fee paid as the requirement to serve 28 days’ notice is made clear in the contract signed by Mrs Y.