Archive has 238 results
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Barchester Healthcare Homes Limited (19 014 601)
Statement Upheld Residential care 25-Aug-2020
Summary: Mr X complained about his father’s care in a care home. There was fault in the Care Provider’s communication and record-keeping. It provided contradictory and confusing information to the family and did not arrange a health appointment and prescription. There were delays in its complaint handling. The Care Provider’s faults did not cause injustice to Mr X’s father, but they did cause time and trouble for Mr X and the family experienced some worry.
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London Borough of Wandsworth (18 006 669)
Statement Upheld Residential care 24-Aug-2020
Summary: Mrs V complains about the care of her late husband by a care home and a GP Practice in the last months of his life. We have upheld some of Mrs V’s complaints about the Home’s care of Mr V and its complaint handling. We have also upheld some of Mrs V’s complaints about the GP Practice’s handling of end of life medication and complaint handling. Bupa, the Council and the GP Practice accept our recommendations. We have therefore completed our investigation.
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London Borough of Newham (19 020 038)
Statement Closed after initial enquiries Residential care 18-Aug-2020
Summary: The Ombudsman will not investigate Miss Q’s complaint about the Council’s failure to respond to her emails and complaints. Nor will he investigate Miss Q’s complaint about the way the Council handled a carer’s assessment. This is because we are unlikely to add to the Council’s own investigation. Nor is further investigation by us likely to result in a different outcome.
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Devon County Council (19 010 399)
Statement Upheld Residential care 17-Aug-2020
Summary: Mrs B complained about a Council-funded care home’s poor care and communication around the end of her late mother’s life, as well as poor complaint handling. The Ombudsman does not uphold the complaint about end of life care and communication with Mrs B before her mother died. The Ombudsman has found faults in the care home’s procedure, record keeping and communication with Mrs B after her mother died. The Council accepts our recommendations, so we have completed our investigation.
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Statement Upheld Residential care 17-Aug-2020
Summary: We uphold a complaint about poor record keeping. We do not uphold a complaint about a failure to do appropriate checks on Mr Y. The failure to keep contemporaneous records meant care was not in line with Regulation 17 of the 2014 Regulations. The Care Provider should apologise for the avoidable distress to Mr Y’s family.
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Stoke-on-Trent City Council (19 005 405)
Statement Upheld Residential care 14-Aug-2020
Summary: Mr X complains about the quality of care provided to his mother, Mrs Y, and the way the Council dealt with his complaint. The Ombudsman finds the Council at fault and this caused Mrs Y to be at an increased risk of harm and frustration, time and trouble to Mr X. The Council has agreed to apologise and ensure all residents at Scotia Heights have adequate records in place. It will also improve its complaints handling.
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Bupa Care Homes (ANS) Limited (19 013 428)
Statement Upheld Residential care 14-Aug-2020
Summary: Mrs D complained about the quality of care provided to her mother Mrs X. The care provider failed to provide adequate care to Mrs X. There were a lack of adequate assessments and care plans and a lack of referrals for specialist input. This impacted on Mrs X’s well-being and caused Mrs D distress. The care provider should make a payment to Mrs X and to Mrs D to acknowledge the injustice caused.
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B & M Investments Limited (20 002 065)
Statement Closed after initial enquiries Residential care 14-Aug-2020
Summary: The Ombudsman will not investigate this complaint about the complainant’s missing items. This is because it is unlikely the Ombudsman could add to the care provider’s response. The complainant can also claim through the courts if they believe the care provider is responsible for the loss.
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Maria Mallaband 16 Limited (19 019 370)
Statement Closed after initial enquiries Residential care 14-Aug-2020
Summary: The Ombudsman will not investigate Mrs X’s complaint about the care provider receiving two monthly payments for her mother’s care following her death and about complaint handling issues. This is because the matter has not caused a significant, unremedied, personal injustice serious enough to merit an investigation.
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Drew Care Limited (19 010 690)
Statement Not upheld Residential care 13-Aug-2020
Summary: Mrs X complained about the way the Care Provider handled a safeguarding incident involving her mother, Mrs M, at one of its care homes, Sharston House. Mrs X said this caused Mrs M and the family emotional and financial distress. There was no fault in the Care Provider’s actions.