Archive has 238 results
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The Orders Of St. John Care Trust (19 010 144)
Statement Upheld Residential care 20-Oct-2020
Summary: Mrs X complained about the care provided to her late mother, Mrs Y, at the care home. The care provider was at fault. It failed to note Mrs X’s concerns, failed to follow instructions regarding laundry, failed to record when it had followed up a continuing health care assessment, was short staffed on a day Mrs X visited and it used Mrs Y’s products on other residents. The care provider has agreed to apologise to Mrs X and pay her £250 to acknowledge the distress and frustration the faults caused. It has also agreed to provide evidence to the Ombudsman to show it has completed the actions it agreed to take to prevent the faults recurring.
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Drumconner Limited (19 017 459)
Statement Closed after initial enquiries Residential care 19-Oct-2020
Summary: The Ombudsman will not investigate this complaint about how a care home looked after Mr Y and how it handled its communication with Mr X. It is unlikely that further investigation would lead to a different outcome. Nor should we investigate Mr X’s allegation the Care Home defamed him. This is a matter for the courts.
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London Borough of Haringey (20 000 940)
Statement Not upheld Residential care 16-Oct-2020
Summary: The investigation into this complaint will be discontinued. The Council has now agreed to fund the full cost of Ms Y’s residential care placement.
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Durham County Council (19 013 900)
Statement Upheld Residential care 13-Oct-2020
Summary: Mr H complained about the care provided at a council commissioned care home for his wife Mrs X. There was no fault in the care provided. The Council was at fault when it failed to ensure an effective handover between care homes. The Council has agreed to apologise to Mr H and to pay him £150 to acknowledge the frustration and worry this caused. It has also agreed to remind council commissioned care providers of the need to ensure an effective handover of care, when residents move between care homes.
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B & M Care/Colleycare Ltd (19 018 909)
Statement Upheld Residential care 12-Oct-2020
Summary: Ms X did not have a written care plan setting out her care needs. This meant the service to her was not in line with care regulations applicable in care homes. The Care Provider will apologise, make payments and ensure all new residents have care plans on admission.
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Statement Not upheld Residential care 08-Oct-2020
Summary: Mrs X says the care provider should reimburse the monetary value of her late mother’s wedding ring lost in the care home. The Ombudsman will not investigate the complaint as Mrs X has not suffered significant personal injustice.
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Coventry City Council (19 015 706)
Statement Upheld Residential care 08-Oct-2020
Summary: Mrs G complains the Council did not deal properly with her father, Mr X’s, about his care placement. The Council was at fault because it delayed telling Mrs G that Mr X could not return to his residential home, its communication afterwards was poor, it didn’t record a decision properly and it didn’t fully respond to her complaint. The Council should apologise to Mrs G and pay Mrs G £250 for the distress caused. The Council has already reviewed its working practices in relation to Mrs G’s complaint.
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Somerset County Council (19 015 898)
Statement Upheld Residential care 08-Oct-2020
Summary: Ms F complains about the quality of care provided to her late mother at a nursing home funded by the Council. The Ombudsman has found fault causing injustice. The Council has agreed to apologise to Ms F.
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Somerset County Council (20 003 187)
Statement Upheld Residential care 07-Oct-2020
Summary: The Ombudsman will not investigate Mrs B’s complaint about the poor standard of care her late aunt received from her care provider at the end stage of her life. This is because the Council has investigated the concerns, addressed the failings, and set up an action plan to minimise the risk of the same matters happening again in the future. It is unlikely further investigation could add to this or make a different finding even if the Ombudsman investigated.
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London Borough of Islington (19 021 053)
Statement Upheld Residential care 06-Oct-2020
Summary: Ms X complains about the care her mother received when the Council arranged for her to stay at Lennox House for respite care. The Council accepts there were failings over her mother’s placement and has apologised. There are no grounds to ask the Council to do more than that.