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Royal Bay Care Homes Ltd (20 008 745)
Statement Upheld Covid-19 07-Jun-2021
Summary: Miss X complained the Care Provider handled her mother, Mrs Z, roughly during a visit. Miss X also complained the Care Provider banned her and her family from visiting and then gave Mrs Z notice to leave the Care Home without proper reasons. We cannot come to a conclusion on whether Mrs Z was handled roughly. The Care Provider was not at fault for how it decided to ban Miss X. It was at fault for banning the rest of the family and for giving Mrs Z notice. It has agreed to apologise to Miss X and make sure it has a process in place for dealing with difficult relationships.
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Cornwallis Care Services Ltd (20 001 924)
Statement Upheld Residential care 03-Jun-2021
Summary: Ther was fault in the way the Home assessed Miss C’s risk of falls, its care planning and its actions after Miss C suffered two falls. The Home also did not properly respond to Mrs B’s complaints. The Home has agreed to apologise to Mrs B and pay her £350.
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Four Seasons Homes No.4 Limited (20 005 651)
Statement Upheld Covid-19 28-May-2021
Summary: Mrs D complains about the Care Provider’s actions during the COVID-19 lockdown while her father was resident at Windsor House Care Home. We have found that some of the Care Provider’s actions caused injustice to Mrs D. It has agreed to apologise.
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Romford Baptist Church Housing Association Limited (20 002 932)
Statement Upheld Residential care 28-May-2021
Summary: the complainant complained the Care Provider caused her late mother an injustice by failing to provide suitable care for her including reporting an injury and other lapses in care. The Care Provider said it investigated complaints and as a result undertook staff training and improvements. The Care Provider says it designed the service based on information presented by the complainant. On the information we have gathered we find the Care Provider caused an injustice for which it apologises and will pay £150.
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Care UK Community Partnerships Limited (20 005 399)
Statement Upheld Covid-19 25-May-2021
Summary: Mrs X and Mrs Y complain about the care their mother (Mrs Z) received at Care UK’s Britten Court in the weeks leading to her death in April 2020 and the failure to arrange suitable contact with her during lockdown. There are gaps in Mrs Z’s records and Care UK was not as open with Mrs X when responding to her complaint. This has caused avoidable distress for which it needs to apologise.
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White Ash Brook (Accrington) Limited (20 008 135)
Statement Upheld Residential care 25-May-2021
Summary: Miss X complained the Care Provider, White Ash Brook Care Home, did not return her father, Mr Y’s belongings after he died. She further complained the Care Provider could not explain what had happened to them and repeatedly misinformed her about what it was doing to find them. She said this caused her and her family significant distress. There was fault in the Care Provider’s actions. It was unable to provide a record of Mr Y’s belongings and did not properly communicate with Miss X. This caused Miss X distress and inconvenience. The Care Provider has made changes to its process to ensure this does not happen again and agreed to provide an apology and a £275 financial award to recognise the injustice caused to Miss X.
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Greensleeves Homes Trust (20 003 662)
Statement Upheld Residential care 19-May-2021
Summary: Mrs C complained about the care her (late) mother received while she stayed at the care home. We found there was fault with regards to some of the actions of the care provider, for which the care provider has agreed to apologise. It will also provide a financial remedy for the distress Mrs C experienced and will share the lessons learned with care home staff.
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Foremost Care UK Limited (20 008 034)
Statement Upheld Domiciliary care 17-May-2021
Summary: Ms X complains about the care company’s failure to provide answers about the care it provided to her late sister. There was service failure which caused Ms X an injustice. I recommend Foremost Care UK reviews its complaints procedures; apologises to Ms X and offers her a time and trouble payment.
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Austen Allen Healthcare Limited (20 003 629)
Statement Upheld Domiciliary care 14-May-2021
Summary: Mrs D complained about the unsatisfactory standard of domiciliary care provided to her mother, Mrs E, by Austen Allen Healthcare Ltd. Mrs D also complained that care calls were inconsistent and too short. We find that Mrs E and Mrs D suffered an injustice. To remedy this, the care provider has agreed to apologise to Mrs E and Mrs D, and pay Mrs E and Mrs D a financial remedy.
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Calderdale Home Care Limited (20 005 367)
Statement Upheld Domiciliary care 14-May-2021
Summary: Ms B complains that her mother, Mrs C, received inadequate care which resulted in her falling and suffering significant injuries. There is insufficient evidence to conclude that the care Mrs C received caused her to fall. However, the carer was at fault in moving her after the fall instead of seeking medical advice. In recognition of the uncertainty about whether this may have contributed to her injuries, the care provider has agreed to make a payment to Mrs C.