West Berkshire Council (20 005 738)

Statement Not upheld Assessment and care plan 17-Mar-2021

Summary: Mrs X complains the Council has failed to deal properly with Mrs Y’s financial assessment (leaving her to fund her own care) and failed to consider whether she should be referred for a full assessment for NHS Continuing Healthcare. We have discontinued the investigation as the Council has withdrawn its financial assessment so it can reconsider its decision. Mrs Y’s family has now applied for NHS Continuing Healthcare.

Leicestershire County Council (20 007 059)

Statement Upheld Covid-19 17-Mar-2021

Summary: Mrs X complains about the Council’s handling of safeguarding concerns relating to the care home her son, Mr Y, lives in. Officers failed to do a risk assessment before visiting the care home, which could have put Mr Y at risk of harm. The Council needs to apologise for the distress it caused Mr Y.

Oldham Metropolitan Borough Council (20 009 511)

Statement Closed after initial enquiries Other 17-Mar-2021

Summary: We will not investigate Mr B’s complaint about the way he was treated by his social worker. This is because we could not add to the Council’s response or make a different finding of the kind Mr B wants even if we investigated.

Buckinghamshire Council (20 010 311)

Statement Closed after initial enquiries Charging 17-Mar-2021

Summary: We will not investigate Mrs Y’s complaint that the Council‑commissioned care provider did not reduce her late mother Mrs X’s care fees once they started to receive NHS Funded Nursing Care payments. There is not enough evidence of fault by the care provider in the way it dealt with this matter to warrant our investigation.

Stockport Metropolitan Borough Council (19 016 476)

Statement Upheld Assessment and care plan 17-Mar-2021

Summary: There was a lack of clarity in the Council’s support plan. There was fault in the way the care provider used Mr E’s money to pay for food without proper authorisation and there was a delay in administering medication. The Council has agreed to apologise, provide a financial remedy and write to other residents who have been similarly affected.

Plymouth City Council (20 001 147)

Statement Upheld Residential care 17-Mar-2021

Summary: Mrs C complained about the care her (late) father received at the care home commissioned by the Council, and the information she received from the Council before he went there. We found fault with regards to the information provided by the Council, and the way the family was kept informed about her father while in the home. As a remedy, the Council had already provided an apology for some faults and had already agreed to wave a sufficient part of her father’s care homes. The Council has agreed to provide an apology for any faults not apologised for so far.

Redcar & Cleveland Council (20 003 225)

Statement Not upheld Residential care 17-Mar-2021

Summary: Mrs X complained the Care Provider commissioned by the Council over medicated her mother, Mrs Y, to manage her behaviour. She said this negatively affected her mother’s health and caused her and mother distress and upset. There was no fault in the Care Provider’s actions.

Anchor Hanover Group (19 020 682)

Statement Upheld Residential care 16-Mar-2021

Summary: Mrs D complained about the quality of care her late mother, Mrs E, received from the Care Provider. She also complained it failed to address her complaints. We find the Care Provider caused injustice when it failed to keep accurate records, failed to adequately care for Mrs E, failed to follow Mrs E’s care plan and failed to communicate effectively with Mrs D. The Care Provider also failed to deal with Mrs D’s complaints according to its complaints policy. The Care Provider has agreed to our recommendations to address the injustice caused.

Coton Care Limited (20 013 128)

Statement Not upheld Residential care 16-Mar-2021

Summary: Mr X complained, in 2019, the care home failed to properly care for his late mother Mrs Y’s hearing which made her deafness worse. We have discontinued the investigation because the complaint is late and there is no worthwhile outcome achievable by investigating this matter now.

HC-One Oval Limited (20 003 652)

Statement Upheld Residential care 16-Mar-2021

Summary: The Ombudsman finds the care provider caused Mrs X an injustice in failing to provide satisfactory care to her. This includes poor hygiene and nutrition levels, and for failing to adhere to its own risk assessments. The care provider has agreed to apologise to Mrs X and pay a financial remedy.