B & M Care/Colleycare Ltd (19 015 919)

Statement Upheld Residential care 29-Mar-2021

Summary: Mr X complained that a care provider failed to properly assess his mother’s needs and should not have accepted her as a resident. He complained about aspects of the care provided. We found no fault in the care provider’s decision to accept her as a resident or its decision that it could meet Mrs X’s needs. We found there was a failure to carry out a risk assessment, but this caused no significant injustice.

London Borough of Richmond upon Thames (20 003 344)

Statement Upheld Assessment and care plan 29-Mar-2021

Summary: There was a delay in the provision of emergency support for Mr B when he moved to a new flat. The Council has agreed to pay £200 to Mr B to remedy the injustice he suffered.

Bupa Care Homes (BNH) Limited (19 015 918)

Statement Upheld Residential care 29-Mar-2021

Summary: We found that Allington Court Care Home failed to maintain appropriate records, failed to properly monitor Mr X’s mother’s food and fluid intake and did not pass on accurate information to another care home. Mr X also complained that Allington Court wrongly influenced decisions taken about his mother’s eligibility for CHC. We found no fault in this respect. We recommended a remedy to recognise that the family were left with some uncertainty about the impact of the fault on their mother.

Leicester City Council (19 014 717)

Statement Upheld Other 26-Mar-2021

Summary: the complainant complained the Council’s care provider did not provide proper care for her brother and the Council did not properly manage or resolve the difficulties. The Council said it had met with the complainant, undertaken changes and properly reviewed the support plans. We find the Council at fault causing injustice and it has agreed our remedy.

RV Care Homes Limited (20 000 904)

Statement Upheld Residential care 26-Mar-2021

Summary: Mrs D complained about the standard of residential care provided to her late mother, Mrs E, by the Care Provider from March 2017 to August 2019. We find the Care Provider caused an injustice when it failed to provide proper care and treatment to the late Mrs E. In addition to the remedy it has already offered, the Care Provider has agreed to our recommendations to issue Mrs D with a further apology and implement service improvements to ensure the problems do not reoccur.

Buckinghamshire Council (20 004 093)

Statement Upheld Other 26-Mar-2021

Summary: The Council failed to follow the correct procedure to identify an appropriate adult to support Mr X when he was arrested. This was fault and led to Mr X being detained longer than necessary.

Warwickshire County Council (20 004 383)

Statement Upheld Domiciliary care 26-Mar-2021

Summary: Ms X complained on behalf of her mother, Mrs Y, that the Council failed to meet Mrs Y’s needs in line with her care and support plan. The Council was at fault and has agreed to reduce Mrs Y’s fees so that she does not pay for the days where her needs were not met. The Council has also agreed to apologise to Mrs Y and Ms X and pay a financial sum to remedy their distress, and the time and trouble it has taken for Ms X to complain.

London Borough of Haringey (20 008 359)

Statement Closed after initial enquiries Assessment and care plan 26-Mar-2021

Summary: Ms X’s solicitor complained about issues regarding Ms X’s adult son, Mr Y, who has care needs because of his disabilities. We cannot and should not investigate the complaints about assessment of Mr Y’s care needs, care standards and safeguarding issues because of past and current Court of Protection proceedings. We will not investigate the complaint about funding as this is still being considered through the Council’s complaints procedure.

London Borough of Bromley (20 006 260)

Statement Upheld Domiciliary care 26-Mar-2021

Summary: When arranging adult social care for a full cost payer, the Council failed to tell the person of the weekly administrative charge so they could make an informed decision on whether to incur this or arrange their own care. The care the Council arranged was poor, with the Care Provider regularly arriving late and the family having already met the needs of the person using the services. The family received little benefit from the care package they were paying in full for, and found it distressing to do the work of the care workers and never know when the care workers would arrive. The Council will waive the care charges and remind staff to give adequate information about paying for care.

MACC Care Limited (20 004 133)

Statement Upheld Residential care 25-Mar-2021

Summary: We have discontinued our investigation into Miss X’s complaint about the poor quality of care her mother received during the three months she spent at Wulfrun Rose Nursing Home. The care home has agreed to waive the outstanding care fees which remedies any injustice caused.