Gracewell Healthcare 3 Limited (21 011 369)

Statement Closed after initial enquiries Residential care 14-Dec-2021

Summary: We will not investigate this complaint about the care provided to the complainant’s mother. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. It is unlikely we could add anything to the response the complainant has already received or that we would recommend a different remedy.

Rushcliffe Care Ltd (21 002 808)

Statement Upheld Residential care 13-Dec-2021

Summary: Mrs X complains about the failure of a care home to administer her mother’s medication correctly. There was fault which warrants a remedy.

Buckinghamshire Council (21 011 275)

Statement Closed after initial enquiries Residential care 13-Dec-2021

Summary: We will not investigate this complaint about the way the Council dealt with Mr X’s partner before she died. This is because he is not a suitable person to bring a complaint and if he is unhappy the Council won't share information with him he can complain to the Information Commissioner’s Office.

Health & Care Services (NW) Limited (21 002 603)

Statement Upheld Residential care 10-Dec-2021

Summary: Mrs X complains about the Care Provider’s treatment of her late husband, Mr Y’s, funded nursing care payments. Mrs X says this caused Mr Y a financial loss and caused her additional upset and distress while grieving for him. We find the Care Provider at fault in the way it dealt with Mrs X’s complaint and in its contract which was unclear. The Care Provider has agreed to pay Mrs X £450 for the stress and uncertainty it caused. It has also agreed to review its complaints handling, and to make sure its contract is clear.

Bury Metropolitan Borough Council (20 013 687)

Statement Not upheld Residential care 09-Dec-2021

Summary: it was not fault for the Council-commissioned care home not to inform Mrs X when her mother had a fall in the shower because her mother had capacity at the time and did not sustain any injuries or need medical attention. We have not upheld Mrs X’s complaint that her mother’s mobility deteriorated during her temporary respite stay because care home staff did not give her sufficient support and encouragement to mobilise.

Kirklees Metropolitan Borough Council (21 010 143)

Statement Upheld Residential care 08-Dec-2021

Summary: We will not investigate Mrs B’s complaint about the way she was treated by her Care Provider. This is because we are satisfied with the remedy provided.

Caring Homes Healthcare Group Limited (21 010 775)

Statement Closed after initial enquiries Residential care 08-Dec-2021

Summary: We will not investigate this complaint about the quality of care provided during a one-week residential respite stay. This is because the Care Provider has already provided a suitable remedy and there is nothing further we could achieve.

Mayfair Homecare Limited (21 011 306)

Statement Closed after initial enquiries Residential care 08-Dec-2021

Summary: We will not investigate this complaint about the way the Care Provider invoiced the family for care charges for Miss X’s uncle. This is because the Care Provider has apologised and so it is unlikely an investigation would lead to a different outcome.

Durham County Council (21 002 373)

Statement Upheld Residential care 07-Dec-2021

Summary: We upheld Mrs X’s complaint about her late father’s care in a council-funded care home. The failings in care were neglect. The Council will apologise, make a symbolic payment and take action described in this statement to minimise the risk of recurrence.

Ferndale Care Home (21 001 135)

Statement Upheld Residential care 07-Dec-2021

Summary: the complainant Mrs X complained the Care Provider failed to give due notice of ending her father’s care or of its concerns about his increasing care needs. The Care Provider said it acted in the client’s best interests and arranged a meeting which the family did not attend. We found the Care Provider caused an injustice by failing to set out clear notice arrangements and through not raising its significant concerns. The Care Provider has agreed our remedy.