Sunrise Senior Living Limited (20 004 326)

Statement Closed after initial enquiries Residential care 06-Nov-2020

Summary: The Ombudsman will not investigate Mrs X’s complaint about her mother’s jewellery being stolen from her room at the care provider’s care home. This is because Mrs X has told us she no longer wishes to pursue the complaint.

Chandos Lodge Limited (20 004 331)

Statement Not upheld Residential care 04-Nov-2020

Summary: The actions of the care provide caused some injustice to Mr X but the care provider has since remedied that by its payment. The Ombudsman will not investigate the complaint now as there is no further worthwhile outcome which can be achieved.

Park Homes (UK) Limited (19 012 217)

Statement Upheld Residential care 04-Nov-2020

Summary: There is evidence of fault by the Care Provider. It failed to develop a care and support plan for Mrs Y, failed to undertake risk assessments and failed to implement behaviour charts. It also failed to keep contemporaneous records of an injury Mrs Y sustained.

Nottinghamshire County Council (19 006 810)

Statement Upheld Residential care 02-Nov-2020

Summary: Ms C complained about the temporary care her (late) father received in a nursing home, which was commissioned by the Council. The Ombudsman found there was fault with the care Mr F received, and the way in which the care provider responded to Ms C’s complaint. This resulted in distress for which the Council has agreed to apologise and pay a financial remedy.

Burlington Care Limited (19 015 409)

Statement Not upheld Residential care 30-Oct-2020

Summary: Mrs X complained the Care Provider included incorrect details on her father in law, Mr Y’s care plan, and failed to address her complaint about this and other concerns she raised. She said this put her and her family to unnecessary time and trouble and caused confusion and distress. The Care Provider was not at fault in its management of Mr Y’s care.

B & M Investments Limited (20 003 948)

Statement Closed after initial enquiries Residential care 29-Oct-2020

Summary: The Ombudsman cannot investigate this complaint about the actions of the care provider or its decision to charge fees while the complainant was in hospital. This is because the complainant is in the process of taking legal action against the care provider which places the complaint outside our jurisdiction.

Essex County Council (20 004 635)

Statement Closed after initial enquiries Residential care 29-Oct-2020

Summary: The Ombudsman will not investigate Miss Q’s complaint about the care her mother received in her nursing home or the unpaid top-up fees it is asking her to pay. This is because the complaint is late.

Brancaster Care Homes Limited (19 018 356)

Statement Upheld Residential care 21-Oct-2020

Summary: Mrs D complained about the way in which the Care Provider dealt with issues relating to the care of her mother in one of its care homes and the associated fees. The Care Provider has agreed to refund £1942, make a written apology and improve its procedures for the future.

Stockport Metropolitan Borough Council (19 013 510)

Statement Upheld Residential care 21-Oct-2020

Summary: The Council is at fault for failing to be clear about whether the services it provided were chargeable. The Council is also at fault for delays in invoicing and complaint handling. These faults have caused Mrs C frustration and uncertainty. The Council has agreed to remind officers about the importance of clearly explaining whether services are chargeable especially when leaving hospital. It will also review how it deals with complaints to avoid delay.

Liverpool City Council (20 003 587)

Statement Upheld Residential care 21-Oct-2020

Summary: The Ombudsman will not investigate Mr X’s complaint about the investigation into a fall his father had while a resident at a Council run care home. We would be unlikely to find fault with the investigation and we are satisfied with the action the Council proposes to take.