Residential care archive 2020-2021


Archive has 238 results

  • Maria Mallaband 7 Limited (19 017 226)

    Statement Upheld Residential care 07-Jan-2021

    Summary: Mr X complains the Care Provider, Westbourne Care Home, failed to properly care for his wife, Mrs X, while she was receiving respite care. He said this led to her being hospitalised and caused him stress and emotional upset. The Care Provider was at fault when it did not seek advice from a GP or alert Mr X after Mrs X sustained high blood sugar levels over a three-day period. The Care Provider was also at fault when it significantly delayed responding to Mr X’s complaint. Mr and Mrs X suffered injustice as a result. The Care Provider has agreed to pay Mr X £200 to recognise the distress caused by the faults.

  • Croft Residential Limited (20 000 625)

    Statement Upheld Residential care 06-Jan-2021

    Summary: Mrs X complained the care home, Croft Residential Ltd unfairly terminated her husband, Mr Y’s respite placement after just one day. She also complained it failed to refund a £1828.57 reservation deposit she paid prior to Mr Y moving into the care home. The care home was at fault. It did not follow guidance when it terminated Mr Y’s contract and refused to refund his reservation deposit. We recommend the care home refund Mrs X the reservation deposit and pay her a £150 symbolic payment to recognise the distress caused to her and Mr Y. The care home should review how it handles contract terminations and reservation deposits to ensure it does so in line with the published guidance.

  • Akari Care Limited (19 018 070)

    Statement Upheld Residential care 04-Jan-2021

    Summary: Mr X complained about the care his mother received at a care home. The Care Provider was at fault for failing to keep Mr X updated about Mrs Y’s health issues. This caused him uncertainty and distress. Akari Care Limited will apologise to Mr X and remind staff to keep resident’s representatives properly informed.

  • Brighterkind (KS) Limited (20 007 969)

    Statement Closed after initial enquiries Residential care 04-Jan-2021

    Summary: We will not investigate Ms B’s late complaint about care her parents received from their care provider in 2018. This is because the complaint is late, Ms B knew of the concerns in 2018 and could have come to us sooner. There are no good reasons to disapply the law in this case.

  • Oxfordshire County Council (20 007 890)

    Statement Closed after initial enquiries Residential care 23-Dec-2020

    Summary: We do not propose to investigate this complaint about the actions of the Care Provider in relation to the complainant and his family. This is because we cannot add to the previous complaint investigation or achieve the outcomes that the complainant seeks.

  • Sandwell Metropolitan Borough Council (19 014 814)

    Statement Upheld Residential care 22-Dec-2020

    Summary: Mrs X complained about the Council’s failure to provide an appropriate care home for her mother and deal with her complaint about this. This caused significant distress and uncertainty about the impact this had on her mother’s heath. We find the Council to be at fault. To remedy the injustice caused, the Council has agreed to apologise, make a payment to Mrs X and review its practices.

  • Tameside Metropolitan Borough Council (19 009 026)

    Statement Upheld Residential care 22-Dec-2020

    Summary: Mr B complains that his father broke his hip while he stayed at a care home. We have not found fault with the way the Council carried out a safeguarding enquiry into the incident, not its investigation into alleged discrepancies in the documents. However, there was some fault in the care home’s communications with the family, record keeping and consideration of the care plan. The Council’s safeguarding enquiry already addressed these concerns with recommended service improvements. We do not recommend any other service improvements but the Council should apologise to the family for the fault.

  • Rex Develop Ltd (19 020 259)

    Statement Upheld Residential care 17-Dec-2020

    Summary: The Ombudsman finds fault with Rex Develop Ltd for delays responding to Mrs B calls for assistance. It also failed to accurately record the time of the calls and how long it took to respond. This caused Mrs B distress. Rex Develop Ltd agrees actions to remedy the injustice.

  • Avvsim Care Limited (20 008 109)

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

    Summary: We will not investigate Mr B’s complaint about the actions of his mother’s, Mrs C’s care provider following a fall. This is because further investigation by the Ombudsman could not provide Mr B with a different outcome to that already provided by the care provider or one that Mr B wants.

  • London Borough of Waltham Forest (19 007 005)

    Statement Upheld Residential care 17-Dec-2020

    Summary: Ms X complained her son received poor care at a supported living placement. The Council was at fault in how it reviewed Mr Y’s care and support plan and ensured he could safely use his bathroom. This meant Mr Y and Ms X experienced uncertainty about whether Mr Y’s needs were being met and put Mr Y at risk of harm. To remedy the injustice they experienced, the Council will make a payment to Mr Y and Ms X and remind staff about the requirements for reviewing care and support plans.

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