MELM Care Solutions (21 001 865)

Statement Upheld Domiciliary care 19-Jan-2022

Summary: Mr C says the care provider did not provide the full support he was paying for, so it should refund at least one of the care calls. We cannot conclude this was the case so have not recommended any refund. The Care Provider will apologise for failing to tell Mr C in advance that a care worker would be visiting to collect the care records after the service ended. The unannounced visit caused Mr C distress and anxiety. The Care Provider will also apologise for Mr C’s frustration caused by its failure to respond to part of his complaint.

Birmingham City Council (21 001 736)

Statement Upheld Domiciliary care 14-Jan-2022

Summary: Mr X complained about the care provided to his late father Mr Y and the way the Council dealt with his complaint about that. He said the care workers caused more work and stress for Mrs Y and put Mr X at an increased risk of harm. We find the care provided by the Council fell significantly below an acceptable standard. The Council has agreed to waive or refund 50% of Mr Y’s contribution for the relevant period, and pay Mrs Y £350 and Mr X £150. It has also agreed to take action to avoid similar faults in future.

East Sussex County Council (21 003 247)

Statement Upheld Domiciliary care 14-Jan-2022

Summary: Mr X complains about the standard of care received from a care provider the Council had arranged. He complains the carers were inadequate, did not know how to use necessary equipment, often did not provide all the care outlined in his care plan, and was early/late to calls. He also complains about the Council’s financial assessment. We find fault with the Council for failing to back date its financial assessment. We also find fault as care was not provided to Mr X in line with his care plan. We have made recommendations.

Sheffield City Council (21 013 284)

Statement Closed after initial enquiries Domiciliary care 14-Jan-2022

Summary: We will not investigate this complaint about charges for
Mr Y’s care. This is because more than 12 months has passed since the charges were raised, and there is not sufficient reasoning for the delay in complaining to us.

Kent County Council (21 012 003)

Statement Closed after initial enquiries Domiciliary care 12-Jan-2022

Summary: We will not investigate this complaint about the Council’s actions regarding Mrs X’s father’s care needs. This is because it is unlikely we would find fault with the actions of the Council. The Council has also take action to refund care charges to cover an apparent deficit in care provided and there is nothing further we could achieve from an Investigation.

Middlesbrough Borough Council (21 012 269)

Statement Closed after initial enquiries Domiciliary care 06-Jan-2022

Summary: We will not investigate this complaint about the Council’s actions in relation to Mr X’s mother before she died. This is because Mr X is not a suitable person to bring this complaint.

Nottingham City Council (21 011 170)

Statement Closed after initial enquiries Domiciliary care 05-Jan-2022

Summary: We will not investigate this complaint that the complainant’s carers do not wear shoe covers. This is because there is insufficient evidence of fault by the Council.

Norfolk County Council (21 011 496)

Statement Closed after initial enquiries Domiciliary care 04-Jan-2022

Summary: We will not investigate this complaint about care provided to Mr X’s brother or damaged caused to a property. This is because this is a late complaint and there are no good reasons to consider it now.

Essex County Council (21 000 206)

Statement Upheld Domiciliary care 04-Jan-2022

Summary: We find fault with an NHS Trust and Council regarding the discharge planning process for the late Mr Y when he left hospital. The NHS Trust also failed to ensure Mr Y continued to receive treatment for a fungal infection. The Council failed to assess Mr Y’s care needs and its care provider failed to properly assess and meet Mr Y’s needs. The Council failed to properly investigate the safeguarding concern raised when Mr Y was readmitted to hospital and did not notify Mr Y’s daughter, Ms X, of the outcome. This meant Mr Y did not receive the care and support needed after his hospital discharge. The organisations have agreed to apologise to Ms X and make a symbolic payment to acknowledge the distress this caused her. The organisations have also agreed to take action to prevent a recurrence of the faults identified.

Hampshire County Council (21 012 133)

Statement Closed after initial enquiries Domiciliary care 22-Dec-2021

Summary: We will not investigate this complaint about a Council decision regarding a Shared Lives Carer service user. The Council made the decision in 2017 and the complainant could have complained to us sooner. This as a late complaint.