Hampshire County Council (19 011 942)

Statement Upheld Residential care 13-Aug-2020

Summary: Mrs X complained the care provider commissioned by the Council, Westlands Care home, failed to prevent her mother, Mrs Y, from falling and this led to her death. Mrs X said this caused her and her family stress and emotional upset. There was no fault in how the Care Provider responded to Mrs Y’s fall which led to her hospital admission. There was some fault in the Care Provider’s actions relating to two earlier falls, one of which was preventable. The Council agreed to apologise to Mrs X and ensure the Care Provider reminds its staff to fully complete accident reports and notify the GP and relatives when such incidents occur.

Ashridge Court Ltd (19 011 520)

Statement Upheld Residential care 12-Aug-2020

Summary: Mr X complains about the way the Care Provider dealt with the late Mr Y when he was seriously unwell and the way it handled his complaint about this. The Ombudsman finds the Care Provider caused injustice when it failed to keep accurate records and check on Mr Y appropriately. Also, in the way it handled Mr X’s complaint. The Care Provider has accepted this and will ensure staff receive further training in record keeping. It has agreed to apologise and refund the fees for Mr Y’s last day.

Birmingham City Council (19 007 164)

Statement Upheld Residential care 10-Aug-2020

Summary: There was fault by the Council as there were delays once a social worker was allocated. The Council was at fault in its investigation of a safeguarding complaint about Mrs X’s inadequate care and it then failed to carry out the independent investigators recommendations. Mrs X says the Council delays and poor handling of her complaint caused her great distress. Carrying out the recommendations now, with an apology and payment to Mrs X’s daughter remedies the injustice.

Essex County Council (19 010 726)

Statement Upheld Residential care 10-Aug-2020

Summary: Mr C complained to us about the care his mother received in her care home. The Ombudsman found fault with the support his mother received, which had been arranged by the Council. The Council has agreed to provide an apology to Mr C and his mother and pay Mr C a financial remedy for the distress he experienced.

Blackpool Borough Council (19 014 706)

Statement Not upheld Residential care 10-Aug-2020

Summary: Mrs X complains Glenroyd, a nursing home run by Barchester Healthcare Homes Ltd where the Council placed her mother, failed to look after her properly. We cannot continue the investigation into Mrs X’s complaint as it falls within the jurisdiction of the Parliamentary and Health Service Ombudsman.

Coate Water Care Company (Church View Nursing Home) Limited (19 013 162)

Statement Not upheld Residential care 06-Aug-2020

Summary: Ms X complained the care home did not meet her father’s needs, which put him at risk and caused him distress. She also complained it charged her for the notice period after the family moved him at short notice. The care home was not at fault.

Barchester Healthcare Homes Limited (18 014 841)

Statement Upheld Residential care 05-Aug-2020

Summary: There is insufficient evidence to suggest the Care Provider should have sought medical attention earlier. The Care Provider has accepted and apologised for some service failure. The Care Provider’s contract is unclear about when a person should receive a refund on fees, they have pre-paid. The Care Provider has agreed to consider its contract in light of this statement and make a reasoned decision about whether in this case it will refund any fees. There was delay in the complaints process and the complainant has gone to considerable time and trouble in pursuing this complaint. The Care Provider has agreed to make a payment to the complainant to reflect his time and trouble.

Regency Healthcare Ltd (19 000 710)

Statement Upheld Residential care 05-Aug-2020

Summary: Mrs X complains Abbeycroft Residential Care Home failed to look after her uncle properly and continued to charge for his placement after saying he could not return as it could no longer care for him. It was wrong to charge for the uncle’s room after Abbeycroft made it clear he could not return there. It needs to refund the money paid for the room from 13 February to 1 March 2019.

Lincolnshire County Council (19 000 453)

Statement Not upheld Residential care 03-Aug-2020

Summary: We do not uphold Ms X’s complaints about Ms Y’s care in Care Home A, about the way the Council shared information with Ms X or about its consultation with Ms X when Ms Y needed to move to a different care home.

The Park Gate Care Home LLP (19 011 829)

Statement Not upheld Residential care 03-Aug-2020

Summary: Ms X complains that the care home should have deducted funded nursing care payments from its fees. She complains that the care home did not explain funded nursing care, and the contract is not transparent about it. Ms X says this has left her father out of pocket, and it has caused upset and worry about his ability to pay for his care. The Ombudsman does not find fault.