What do complaints teach us about end of life care?
See our latest report on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Archive has 5 results
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Hartcliffe Nursing Home (23 012 440a)
Statement Closed after initial enquiries Care and treatment 02-Feb-2024
Summary: We will not investigate Ms X’s complaint about Hartcliffe Nursing Home’s actions before and after Mr Y’s admission to hospital. We are unlikely to achieve a different outcome for her.
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NHS Surrey Heartlands ICB (23 001 210a)
Statement Upheld Care and treatment 24-Nov-2023
Summary: We have upheld Mrs Y’s complaints about the way Surrey County Council (the Council) and NCH Surrey Heartlands Integrated Care Board (the ICB) dealt with her brother Mr X’s care and communicated with her family. We have recommended remedies for Mrs Y and four family members. We have also recommended service improvements to prevent similar faults affecting others. The Council and ICB have accepted our recommendations, so we have completed our investigation.
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Statement Upheld Care and treatment 23-Nov-2023
Summary: Mrs E has complained about a nursing home in relation to the care of her husband, Mr E. I found fault with the Home in managing Mr E’s nutrition and personal hygiene and the Home has now carried out service improvements to address these faults. I did not find fault with the other issues in this complaint.
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Care UK Community Partnership (22 015 550b)
Statement Upheld Care and treatment 23-Nov-2023
Summary: Mrs E has complained about a nursing home in relation to the care of her husband, Mr E. I found fault with the Home in managing Mr E’s nutrition and personal hygiene and the Home has now carried out service improvements to address these faults. I did not find fault with the other issues in this complaint.
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Owlett Hall Care Home (22 008 515a)
Statement Upheld Care and treatment 25-Jun-2023
Summary: Mrs B complains about nursing care provided to her mother Mrs C by the Nursing Home, about information the Council gave her about nursing home options, and how the Council handled a safeguarding referral. The Nursing Home has already taken some action to prevent recurrence, apologised to Mrs C and her family, and waived its fees. We found the Nursing Home did not keep detailed records about taking a urine sample, leaving Mrs B with uncertainty over what happened during this time. We also found the Council did not communicate clearly with Mrs B about safeguarding, and a delay in sending her the provider enquiry report. This meant Mrs B missed an opportunity to raise her concerns at the time. The Council and the Nursing Home have agreed to take action to address the injustice.