Decision search
Your search has 379 results
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Monread Lodge Nursing Home Limited (20 011 264)
Statement Upheld Residential care 12-Aug-2021
Summary: The Ombudsman finds fault with the care provider for keeping Mr X under one-to-one care without clear rationale. This meant the care provider charged Mr X for care without good reason. The Ombudsman also finds fault with the care provider for poor record keeping. The care provider has agreed to refund the fees for one-to-one care and pay a financial sum in recognition of the injustice caused.
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Athena Healthcare (Park Road) Limited (20 012 851)
Statement Upheld Residential care 12-Aug-2021
Summary: Mrs X complained that the Care Provider withdrew escorts for Mr Y’s appointments at short notice causing Mrs Y significant and undue distress. She also complained about the way the Care Provider dealt with Mrs Y’s complaint about this. We found the Care Provider gave too short notice to Mrs Y and did not respond to her complaint appropriately. We recommended the Care Provider apologise and take action to avoid similar problems in future.
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Ripon Stourport Care Limited (20 010 047)
Statement Upheld Residential care 05-Aug-2021
Summary: Mr X complained about the care provided to his wife, Mrs X, during her stay at The Wharf Care Centre, Stourport in 2020. The Care Provider failed to: properly plan Mrs X’s care; assess her mental capacity and consider whether Deprivation of Liberty Safeguards applied. Although this did not cause Mrs X an injustice, it could cause injustice in different circumstances. The Care Provider agreed to review its assessment processes to prevent injustice being caused by similar actions in future so we completed our investigation.
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Statement Upheld Residential care 05-Aug-2021
Summary: The complainant raises concerns that the Care Provider failed to update family about a deterioration in her aunt’s health. This resulted in her being unable to see her aunt before she lost consciousness. I find no fault in the actions of the Care Provider, it acted appropriately in difficult circumstances in part created by COVID-19. The Care Provider is however at fault for failing to properly monitor fluid intake, amend care plans and record follow up action after NHS advice. This has caused the complainant uncertainty about whether the Care Provider supported her aunt properly. The Care Provider has agreed to make procedural changes and a payment to the complainant.
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Statement Upheld Domiciliary care 04-Aug-2021
Summary: Mrs X complains the Care Provider failed to properly care for her mother, resulting in her suffering a fall which contributed to her death. We find fault by the Care Provider causing distress. We recommend it provides an apology and payment to Mrs X and that it takes further action to prevent recurrence.
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Barchester Healthcare Homes Limited (20 009 068)
Statement Upheld Residential care 03-Aug-2021
Summary: the complainant Mrs X complained about the poor service given at the Care Provider’s Mortain Place care home at Pevensey Bay Road Eastbourne and its offer of a remedy. The Care Provider said it provided care in line with the care plans but recognised Mrs X’s dissatisfaction and offered £500. We found the Care Provider caused an injustice for which it offered a proportionate remedy.
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Barchester Healthcare Homes Limited (20 007 203)
Statement Upheld Covid-19 30-Jul-2021
Summary: Mrs D complained the Care Provider was at fault when it cared for her mother Mrs E, who contracted COVID-19 when in its care. We do not find fault in the care Mrs E received or the decision of the Care Provider to stop visits to its homes. But we do have some concerns about the Care Provider’s disclosure of information regarding infections. We also find there was some poor communication between Mrs D and the Care Provider after Mrs E passed away and in its handling of her complaint. This has led the Care Provider to make apologies to Mrs D. It has agreed to also put a note on its files regarding the finding of this investigation in accord with Mrs D’s wishes.
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Burlington Care (ASC) Limited (20 013 974)
Statement Upheld Residential care 30-Jul-2021
Summary: Mr B has made a complaint on behalf of Mr D who, for a time, was in residential care. Mr B says the Care Provider increased Mr D’s care fees without giving any information with respect to costs. He says this meant Mr D’s joint lasting power of attorneys could not make an informed decision whether they wished for the care to continue. The Ombudsman has identified fault with respect to the information given by the Care Provider, as well as how it implemented the changes. We have therefore recommended a number of remedies to address the injustice.
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Oakland Primecare Limited (20 010 666)
Statement Upheld Covid-19 27-Jul-2021
Summary: Mrs X complains Oakland Primecare’s Woodland Grove failed to provide appropriate contact with her mother in the weeks leading up to her death, causing unnecessary distress to her family. Oakland Primecare’s policies on visiting at the end-of-life did not reflect Government guidance in place at that time. This prevented Mrs Y’s family from visiting as often as should have been possible, causing avoidable distress. Oakland Primecare needs to apologise, pay financial redress and improve its working practices.
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Molescroft Nursing Home (Holdings) Limited (18 015 760e)
Statement Upheld Care and treatment 26-Jul-2021
Summary: Kingston Upon Hull City Council, Molescroft Nursing Home Limited and Barchester Healthcare Homes Limited all acted with fault when supporting Mrs B. Those faults include personal care, unfairly charging a top-up, best interest decision making, safeguarding investigations, and complaint handling. Those faults had an emotional and financial impact on Mrs B’s son, Mr A.