Archive has 238 results
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Hadrian Healthcare (Wetherby) Limited (19 011 212)
Statement Upheld Residential care 06-Oct-2020
Summary: Ms X complained about some aspects of care her friend, Ms Z, received at a care home. She said this caused Ms Z distress and she had to move to a different care home. The care provider has already said it was at fault when it failed to administer Ms X’s eye drops on four occasions. It has taken satisfactory steps to amend its procedures and remedy the injustice this caused.
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Oxfordshire County Council (19 012 782)
Statement Upheld Residential care 06-Oct-2020
Summary: Mrs X complained the Council-commissioned care home failed to provide her late mother, Mrs Y, with suitable care. She says the poor care caused her mother to have a fall which resulted in a hospital admission. She also said the care home’s record keeping was inadequate. The care home, acting on behalf of the Council, is at fault. There is no evidence poor care caused Mrs Y’s fall, but there is evidence of poor record keeping and poor communication. This caused Mrs X uncertainty over what happened and whether Mrs Y was receiving appropriate care. The care provider will write to Mrs X to apologise for the faults and for the uncertainty and distress caused.
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Surrey County Council (20 000 522)
Statement Closed after initial enquiries Residential care 05-Oct-2020
Summary: The Ombudsman will not investigate Ms B’s complaint about the care her late father, Mr C, received from his care provider. This is because Ms B’s complaint is late and there is no good reason for the Ombudsman to disapply the law. Mr C is now deceased, and the Ombudsman could not provide a remedy to him for any injustice caused by fault an investigation might uncover.
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Statement Closed after initial enquiries Residential care 05-Oct-2020
Summary: The Ombudsman will not investigate Mr X’s complaint about his mother’s missing personal belongings. This is because the care provider has already offered a suitable remedy.
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Bupa Care Homes (GL) Limited (19 014 350)
Statement Upheld Residential care 30-Sep-2020
Summary: Mr B, complains on behalf of his grandmother, the late Mrs C, about the care provided to her at one of the care provider’s homes. The Ombudsman finds some fault in record keeping. That fault led to uncertainty for Mrs C’s family about the care she had received. The care provider has agreed to provide a formal apology to the family and implement service improvements.
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Statement Not upheld Residential care 25-Sep-2020
Summary: Mr F complains on behalf of his mother about the care provider’s increase in fees and says it provided inadequate explanations. The Ombudsman has found no fault.
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Ideal Carehomes (Number One) Limited (19 015 722)
Statement Not upheld Residential care 25-Sep-2020
Summary: Mr X complained on behalf of his mother, Mrs Y, that the Care Provider, De Brook Lodge Care Home, did not explain the level of care it could offer her and failed to inform him she would need to move to another residential home if her needs increased. Mr X also complained the Care Provider did not properly care for Mrs Y for over a year. He said this caused his mother distress and financial loss. There was no fault in the Care Provider’s actions.
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Anchor Care Homes LTD (19 008 874)
Statement Upheld Residential care 24-Sep-2020
Summary: Mrs F complains on behalf of her mother about several aspects of her care at the Provider's residential care home. The Ombudsman has found there was one action which caused injustice to Mrs J, but this has already been remedied by an apology.
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Hampshire County Council (20 002 176)
Statement Closed after initial enquiries Residential care 24-Sep-2020
Summary: The Ombudsman will not investigate Mrs B’s complaint that a care home disposed of her mother’s belongings without authorisation. This is because, ultimately, if the matter remains unresolved, it is not unreasonable to expect her to go to court.
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Hart Care Limited (19 006 711)
Statement Upheld Residential care 23-Sep-2020
Summary: The care provider failed to offer Mrs A the proper care and treatment while she was resident. It failed to follow its own procedures after she fell. It acknowledged it made inaccurate records. The care provider agrees to apologise to Mr X and make a payment in recognition of the distress its actions caused.