Decision search
Your search has 379 results
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Anchor Hanover Group (19 020 682)
Statement Upheld Residential care 16-Mar-2021
Summary: Mrs D complained about the quality of care her late mother, Mrs E, received from the Care Provider. She also complained it failed to address her complaints. We find the Care Provider caused injustice when it failed to keep accurate records, failed to adequately care for Mrs E, failed to follow Mrs E’s care plan and failed to communicate effectively with Mrs D. The Care Provider also failed to deal with Mrs D’s complaints according to its complaints policy. The Care Provider has agreed to our recommendations to address the injustice caused.
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HC-One Oval Limited (20 003 652)
Statement Upheld Residential care 16-Mar-2021
Summary: The Ombudsman finds the care provider caused Mrs X an injustice in failing to provide satisfactory care to her. This includes poor hygiene and nutrition levels, and for failing to adhere to its own risk assessments. The care provider has agreed to apologise to Mrs X and pay a financial remedy.
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Burlington Care (Yorkshire) Limited (19 018 311)
Statement Upheld Residential care 12-Mar-2021
Summary: Mr X said the Burlington care home his father, Mr Y, stayed at for respite failed to care for him properly. He says Mr Y suffered injustice because of avoidable falls, isolation and weight loss. Mr X says he was personally affected because he was effectively ‘on call’ to help with Mr Y’s care and he does not consider he should have to pay the full invoice for poor care. We consider the home should have taken more care over Mr Y’s admission. Although it says it admits dementia residents, it is not a dementia unit and should have exercised caution at admission. However, it was not fully informed of Mr Y’s condition. To bring about resolution, I have recommended that the home reduce Mr Y’s invoice.
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Care UK Community Partnerships Limited (19 021 013)
Statement Upheld Residential care 08-Mar-2021
Summary: the complainant complained the Care Provider provided poor quality care for her mother at its Britten Court Lowestoft care home causing distress and risk of harm. The Care Provider says it learned from the complaint by improving staff practice and engaged with the proper agencies to report safeguarding issues. We found following several falls and some incidences of poor care the Care Provider caused injustice for which we have recommended a remedy.
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Anchor Hanover Group (20 004 086)
Statement Upheld Residential care 08-Mar-2021
Summary: Mrs X complained that Anchor Hanover Group (the Provider) failed to prevent her mother, Mrs Y, from falling and breaking her hip. We found fault with how the Provider assessed the risks to Mrs Y and how it handled Mrs X’s complaint. However, this did not contribute to Mrs Y’s fall, so did not cause the distress Mrs X claims. The Provider has apologised for the distress caused by how it handled Mrs X’s complaint and made service improvements. We consider this is a suitable remedy so we have completed our investigation.
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Mr & Mrs A Mangaliji (19 012 054)
Statement Upheld Charging 08-Mar-2021
Summary: The Care Provider’s contract is not in line with the Competition and Markets Authorities (CMA) guidance about fair contract terms. The Care Provider has agreed to review its contract to ensure it is in line with CMA guidance and to apologise to Mr C for the uncertainty caused by its actions.
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Foxholes Nursing Home Limited (20 001 450)
Statement Upheld Covid-19 03-Mar-2021
Summary: Mr D complains on behalf of his late mother that there was a delay in providing pain medication at the end of her life, causing significant distress and pain. We have found fault causing injustice. The organisations have accepted our recommendations. We have therefore completed our investigation.
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Stocks Hall Care Homes Ltd (19 015 787)
Statement Upheld Other 02-Mar-2021
Summary: Mrs C complained about how the Care Home terminated her father, Mr D’s, placement. The Care Home has not properly considered how the move would affect Mr D or explored alternative ways of meeting his needs. The Care Home will take steps to remedy the injustice Mr D has suffered.
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Barchester Healthcare Homes Limited (19 021 105)
Statement Upheld Residential care 02-Mar-2021
Summary: The Care Provider failed to properly communicate with Ms X about the breakdown of a heating boiler at a care home her parents resided in. It acknowledged it could have dealt with her enquiries about this, and subsequent complaints better.
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Excell Home Care Limited (20 002 593)
Statement Upheld Domiciliary care 02-Mar-2021
Summary: The investigation into this complaint will be discontinued. The care company has now offered to waive all outstanding charges, and refund Mrs Y the retainer fee she paid