Residential care archive 2023-2024


Archive has 277 results

  • JK Healthcare Limited (23 010 163)

    Statement Not upheld Residential care 28-Mar-2024

    Summary: Ms X complains about the care provided to Mr Y at a care home. We have discontinued our investigation as it is not proportionate to investigate the complaint any further.

  • Barchester Healthcare Homes Limited (23 011 659)

    Statement Upheld Residential care 27-Mar-2024

    Summary: Mrs X complains, on behalf of her father, Mr Y, Barchester Healthcare Homes Limited mishandled the pre-admission process and failed to ask relevant questions before her father moved into in the home. She says the Care Provider failed to engage with her or social services to complete a re-assessment. Mrs X also complained the Care Provider took a long time to respond to the complaint and provided inaccurate information. Mrs X says the complaint procedure was not completed in accordance with the policy. Mrs X feels both she and her father have been caused distress. We have found fault with the Care Provider’s complaint handling and recommend it pay a small financial remedy.

  • MACC Care Limited (23 011 820)

    Statement Upheld Residential care 26-Mar-2024

    Summary: Mrs Z complains about the standard of care provided to her mother at Wolfrun Rose Care Home and the delay in responding to a complaint about this. We will not pursue the complaint about the standard of care because Mrs Z’s mother has died and so a personal remedy cannot be provided. There was fault in the complaint handling and the action already taken by the care provider is considered appropriate.

  • Kirklees Metropolitan Borough Council (23 009 454)

    Statement Upheld Residential care 26-Mar-2024

    Summary: Ms C complains the Council placed her mother in law, Mrs D in a care home rated “inadequate” by the Care Quality Commission where she went onto receive poor care. The Council is not at fault for the lack of choice in the care home; however the care home failed to properly assess Mrs D and its records are incomplete. To remedy the complaint the Council has agreed to apologise to Mrs D and Ms C and make symbolic payments to acknowledge the uncertainty caused by these failures. Through its commissioning role it will also review the care home’s record keeping, falls policy and how staff are trained to support people with communication needs.

  • Corner House Care Limited (23 018 277)

    Statement Closed after initial enquiries Residential care 26-Mar-2024

    Summary: We will not investigate Mrs B’s complaint about care provided to her late aunt, Mrs C. This is because further investigation could not make a finding of the kind Mrs B wants. Mrs C is now deceased so we could not provide her with a remedy even if we investigated and found evidence of fault.

  • Stockton-on-Tees Borough Council (23 013 736)

    Statement Upheld Residential care 25-Mar-2024

    Summary: There was fault by the Council’s care provider, Akari Care. It failed to keep complete and contemporaneous records. It did not establish what had happened at the first stage of its complaint response. It did not provide care to Mr X when he became distressed. This caused distress to Mr X and his friend who represents him. The Council has agreed to remedy the injustice caused.

  • Sandwell Metropolitan Borough Council (23 007 334)

    Statement Upheld Residential care 21-Mar-2024

    Summary: Mr X complained about the quality of care, the Council’s commissioned care provider, Bartholemew lodge nursing home Ltd, provided to his mother Mrs Z. We find the Council was at fault. This caused significant distress to Mrs Z and Mr X. To address this injustice caused by fault, the Council has agreed to apologise, make a symbolic payment and remind staff of the relevant guidance.

  • Richmond Villages Operations Limited (23 004 404)

    Statement Upheld Residential care 21-Mar-2024

    Summary: Ms C complains the Care Provider failed to act properly after her mother, Mrs D had a fall which caused a decline in her health. The Care Provider is at fault for failing to properly record interventions, complete risk assessments, obtain medical help, and consider Mrs D’s communication needs. This delayed Mrs D receiving medical help and treatment. To remedy the complaint the Care Provider has agreed to apologise to Ms C, make her a symbolic payment, and remind care staff about the need to properly record and analyse interventions.

  • London Borough of Richmond upon Thames (23 006 666)

    Statement Upheld Residential care 20-Mar-2024

    Summary: We will not investigate this complaint about the Council’s handling of Mr X’s hospital discharge. This is because there is not enough evidence of fault.

  • Barchester Healthcare Homes Limited (23 017 368)

    Statement Closed after initial enquiries Residential care 19-Mar-2024

    Summary: We will not investigate this complaint about an alleged failure by a care provider to apply for NHS funded care for one of its service users. This is because the alleged injustice is speculative and contingent on eligibility being confirmed by the NHS. In any event, we are not the appropriate body to consider eligibility for NHS funded care as this is undertaken by integrated care boards which have their own appeals process.

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