Rochdale Metropolitan Borough Council (20 001 021)

Statement Closed after initial enquiries Residential care 17-Sep-2020

Summary: The Ombudsmen will not investigate Mrs X’s complaint. Some of her complaints are out of time and we are also unlikely to find fault with others.

Porthaven Care Homes No 2 Limited (19 020 954)

Statement Closed after initial enquiries Residential care 16-Sep-2020

Summary: The Ombudsman will not investigate this complaint about the care Mr X received in his care home before he was hospitalised. This is because the matter has been considered by a coroner at an inquest and further investigation by us is unlikely to lead to a different outcome.

Wentworth Court Care Home (20 000 852)

Statement Upheld Residential care 14-Sep-2020

Summary: Mrs X complains Wentworth Court Care Home was wrong not to refund the Funded Nursing Care paid by Gloucestershire Clinical Commissioning Group for Mr Y. Although Mr Y’s contract did not explain what would happen to Mr Y’s fee if he was awarded Funded Nursing Care, other documents show this would be in addition to his weekly fee. Nevertheless, it needs to update its standard contract to make the position clear.

London Borough of Croydon (20 002 352)

Statement Closed after initial enquiries Residential care 14-Sep-2020

Summary: The Ombudsman will not investigate Ms X’s complaint about the quality of care provided to her late uncle by a care home arranged by the Council. This is because it is unlikely further investigation will lead to a different outcome and we cannot achieve the outcome Ms X wants.

North Lincolnshire Council (18 001 064)

Statement Not upheld Residential care 10-Sep-2020

Summary: We find the Trust (NLaG) delayed in processing a request for an incontinence assessment but we do not find evidence of injustice. The care home’s records show adequate continence care provision and we note the Trust’s general service improvement in shifting assessment services to its district nurses.

Bupa Care Homes (GL) Limited (18 013 815)

Statement Upheld Residential care 10-Sep-2020

Summary: Mrs X complains about the care her brother, Mr Z, received at the end of his life. The Ombudsmen have found faults in the care provided by Mr Z’s care home and an out of hours GP service. We have found no fault in the actions of Mr Z’s GP practice. The care home and out of hours GP service accept our recommendations. We have therefore completed our investigation.

Bowerfield House Limited (19 016 676)

Statement Not upheld Residential care 10-Sep-2020

Summary: The Ombudsman’s involvement in this complaint has ended. Miss X has exercised her right to pursue legal action against the Care Provider for alleged neglect of her mother. The law forbids the Ombudsman from investigating such complaints.

London Borough of Croydon (18 019 869)

Statement Upheld Residential care 08-Sep-2020

Summary: There was fault by the Council as it delayed responding to a query on a financial assessment. The Council’s apology and response to the query remedied the injustice caused. A Council officer’s use of informal language was inappropriate but not significant enough to be called '’fault’. There is insufficient evidence to show there was fault by the Council or the care home in relation to complaints that a residents’ room in a care home was cold.

Ranc Care Homes Limited (19 014 873)

Statement Upheld Residential care 07-Sep-2020

Summary: Miss D complains about the care her late mother received at one of the provider’s care homes. The Ombudsman has found some fault in record-keeping, causing uncertainty to Miss D, but there was no fault in the care provided.

Equality Care Limited (19 018 218)

Statement Not upheld Residential care 07-Sep-2020

Summary: the complainant says the Care Provider has caused an injustice to her father by not reducing his nursing home fees when he received NHS Funded Nursing Care payments. The Care Provider says it sets out how it treats Funded Nursing Care payments in its terms and conditions. The Ombudsman finds the Care Provider has not caused an injustice because the Funded Nursing Care payments do not form part of the charges paid by the complainant. However, the Ombudsman notes the Care Provider’s offer to make a goodwill payment to resolve any continuing doubts the complainant may have.