Residential care archive 2021-2022

Archive has 266 results

  • Harbour Healthcare Ltd (21 018 091)

    Statement Closed after initial enquiries Residential care 30-Mar-2022

    Summary: We will not investigate Mr X’s complaint about the care provider not including his late mother Mrs X’s wedding ring on her property inventory, and about the loss of the ring. The care provider’s error in not listing the ring did not cause its loss. It is not possible for us to determine who was responsible for the ring’s loss so cannot provide a worthwhile outcome for Mr X.

  • Staffordshire County Council (21 002 310)

    Statement Upheld Residential care 28-Mar-2022

    Summary: The Ombudsmen found there was fault by a Council and a care provider with supervision levels. The care provider took action which remedied this issue satisfactorily. We found fault by a care provider with weight monitoring and foot care, but we were unable to say this caused an injustice. The Ombudsmen also found fault with how the care provider reported accidents involving a resident’s Motability car. The care provider has agreed to our recommendation that it makes a payment to address the financial loss an insurance claim would not cover.

  • East Sussex County Council (21 006 531)

    Statement Upheld Residential care 28-Mar-2022

    Summary: Mrs X complained the Council placed her in unsuitable care homes in 2017. She also complained it failed to support her in her payment dispute with a care home in 2021. We found the Council at fault for its failure to properly consider and support her with her payment dispute with the care home it placed her in. The Council has agreed to apologise to Mrs X. We have not considered Mrs X’s 2017 concerns. This part of her complaint was late.

  • The Orders Of St. John Care Trust (21 016 719)

    Statement Closed after initial enquiries Residential care 28-Mar-2022

    Summary: We will not investigate this complaint about staffing levels at a care home. The Care Quality Commission is the regulator of care services and is better placed to consider the concerns.

  • Cygnet Care Limited (21 017 372)

    Statement Closed after initial enquiries Residential care 28-Mar-2022

    Summary: We will not investigate this complaint about the loss of Mr X’s mother’s personal items after she passed away in a care home. This is because there is no evidence of fault in the actions of the Care Provider.

  • United Care (North) Ltd (21 016 065)

    Statement Closed after initial enquiries Residential care 27-Mar-2022

    Summary: We will not investigate this complaint about the way a Care Provider cared for Ms X’s father. This is because she is not a suitable person to complain on her father’s behalf.

  • Lincolnshire County Council (21 005 831)

    Statement Upheld Residential care 27-Mar-2022

    Summary: The complainant says a care home, acting on behalf of the Council, failed to properly support her husband. The care home failed to follow a care plan, act after it found unexplained bruising, and properly record best interest decisions. The Council has agreed to apologise to the complainant, pay her £350 and through contract monitoring ensure staff are reminded/trained about the importance of recording and following care plans.

  • Salveo Care Ltd (21 001 178)

    Statement Upheld Residential care 24-Mar-2022

    Summary: Mrs X complained about the care given to her late mother by the Care Provider and that she did not have a face-to-face visit with her before she passed away. We find the Care Provider’s management of her mother’s weight loss, how it told Mrs X of her death and its complaint handling all caused injustice to Mrs X. The Care Provider accepts these findings and has agreed to take actions set out at the end of this statement to provide a remedy for that injustice.

  • Brook House Care Ltd (21 017 157)

    Statement Closed after initial enquiries Residential care 17-Mar-2022

    Summary: We will not investigate Mrs B’s complaint about the actions of her mother’s, Mrs C’s, Care Provider. This is because we could not add to the Care Provider’s response or make a different finding even if we investigated.

  • Richmond Villages Operations Limited (21 004 023)

    Statement Upheld Residential care 17-Mar-2022

    Summary: Mr and Mrs E complained about the standard of care Mr F and the late Mrs F received when they were admitted to the Care Provider’s nursing care unit. We find the Care Provider caused an injustice when it failed to keep accurate records, failed to respond to the call bell in time and failed to properly communicate and work in partnership with the family. It also failed to properly explore Mrs F’s mental capacity. The Care Provider has agreed to our recommendations to address the injustice caused.

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