SNE Care Services Ltd (20 011 514)

Statement Upheld Domiciliary care 30-Mar-2022

Summary: Mr X complained the Care Provider, SNE Care Services consistently failed to provide adequate care for him and his son Mr Y. He said this caused him and Mr Y distress. The Care Provider was at fault when it sent carers to attend to Mr X and Mr Y who were late and changed appointments without forewarning. The Care Provider is also at fault for failing to take Mr X’s complaint through its complaints process. The Care Provider will provide Mr X with an apology and remind its staff of the importance of following its complaints procedure. The Care Provider will also provide training to its staff to ensure they complete records accurately and deliver a timely service.

North Tyneside Metropolitan Borough Council (21 017 529)

Statement Closed after initial enquiries Domiciliary care 29-Mar-2022

Summary: We will not investigate this complaint about Mrs X’s daughter’s care because it is unlikely any further investigation by the Ombudsman could add anything significant to the Council’s investigation.

Warrington Council (21 003 417)

Statement Upheld Domiciliary care 16-Mar-2022

Summary: Mr X has complained about poor care delivered to his daughters by a care provider. The Council is at fault as there were instances of poor care delivered by the care provider which caused distress and avoidable time and trouble to Mr X and his family. The Council has agreed to remedy the injustice to Mr X by apologising and making a payment of £750 to him.

Caring Hands East London Ltd (21 005 978)

Statement Upheld Domiciliary care 15-Mar-2022

Summary: the complainant Miss X complained the Care Provider failed to prevent poor service from its care workers leading to Miss X experiencing a loss of care and increased anxiety. The Care Provider said it suspended the care worker responsible for the unprofessional care and offered a suitable alternative. We found the Care Provider caused injustice and recommended a remedy.

Christies Care Ltd (21 007 762)

Statement Upheld Domiciliary care 15-Mar-2022

Summary: The Care Provider acknowledged failings in the management of Mrs Y’s care before the involvement of this office, but it failed to offer an appropriate remedy for the injustice caused.

Sunderland City Council (21 016 392)

Statement Closed after initial enquiries Domiciliary care 09-Mar-2022

Summary: We will not investigate this complaint about how the Council cared for his father. This is because we cannot achieve any meaningful outcome or carry out an effective investigation into what happened. There is also no evidence of fault in the way the Council responded to his concerns about financial exploitation..

Warwickshire County Council (21 012 309)

Statement Not upheld Domiciliary care 07-Mar-2022

Summary: The care provider was within its right to terminate its services, and it did so after following the correct process. There can be now worthwhile outcome from any further investigation by this office.

Suffolk County Council (21 001 703)

Statement Upheld Domiciliary care 03-Mar-2022

Summary: Ms X complained that carers dropped her while lifting her using a hoist. She said the hoist strap was not securely attached. Ms X also complained about the way the Council responded to her complaint about the incident, and that it did not contact her for weeks afterwards. Ms X said being dropped caused her injury, and she is now reluctant to engage with care services because of a lack of trust. She also said the Council’s response made her feel dismissed. We find the Council at fault for the way it conducted its enquiry. This caused Ms X injustice because it denied her an opportunity to be involved in the process and give her version of events, and it caused uncertainty. The Council has agreed to apologise to Ms X and make improvements to its service.

Rotherham Metropolitan Borough Council (21 003 325)

Statement Upheld Domiciliary care 02-Mar-2022

Summary: Mrs C said the care agency organised by the Council did not follow her care plan. She complained the agency sent male care workers to provide domiciliary care when her care plan stated she wanted females. The Council was at fault for failing to record Mrs C’s carer preferences and its delay sourcing a new care provider. The Council offered Mrs C a suitable remedy for the injustice caused by its faults. The Council will make service improvements to prevent future injustice to others.

London Borough of Hounslow (21 010 267)

Statement Closed after initial enquiries Domiciliary care 01-Mar-2022

Summary: We will not investigate this complaint that the Council delayed in replacing Ms Y’s washing machine and completing plumbing repairs to her home. That is because there is insufficient evidence of fault to warrant further investigation.