Decision search
Your search has 550 results
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RV Care Homes Limited (20 000 904)
Statement Upheld Residential care 26-Mar-2021
Summary: Mrs D complained about the standard of residential care provided to her late mother, Mrs E, by the Care Provider from March 2017 to August 2019. We find the Care Provider caused an injustice when it failed to provide proper care and treatment to the late Mrs E. In addition to the remedy it has already offered, the Care Provider has agreed to our recommendations to issue Mrs D with a further apology and implement service improvements to ensure the problems do not reoccur.
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MACC Care Limited (20 004 133)
Statement Upheld Residential care 25-Mar-2021
Summary: We have discontinued our investigation into Miss X’s complaint about the poor quality of care her mother received during the three months she spent at Wulfrun Rose Nursing Home. The care home has agreed to waive the outstanding care fees which remedies any injustice caused.
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Tree Vale Limited (20 005 351)
Statement Upheld Residential care 25-Mar-2021
Summary: There was fault by the Care Provider. There was no written contract for Ms Y’s care and no grounds to increase a previously agreed fee and attempt to backdate that increase. The Care Provider failed to act in line with the law and guidance from the Care Quality Commission and Consumer and Markets Authority. It will apologise to Ms X and make her a symbolic payment of £150 for her time and trouble.
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Porthaven Care Homes No 2 Limited (20 002 698)
Statement Upheld Residential care 23-Mar-2021
Summary: Mr X complained the Care Provider, Porthaven Care Homes, failed to ensure his mother, Mrs Y, was given her medication for several days which he says led to her being hospitalised. Mr X also complained the Care Provider failed to keep accurate care records. He said this caused him and Mrs Y significant distress and upset. The Care Provider was at fault when it failed to follow its complaints process, did not stock Mrs Y’s medication for several days and kept records which were unclear and contradictory. The Care Provider should address this by apologising to Mr X and reminding its staff of the importance of following its complaints process and keeping accurate records.
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Everycare (Medway & Swale) Ltd (20 003 236)
Statement Upheld Domiciliary care 23-Mar-2021
Summary: Mrs X complained, on behalf of her and her mother Ms Y, about the way the care provider responded when their late relative Mr Z had two falls in his flat. We cannot make a finding on the extent to which staff assisted Mr Z get off the floor. The care provider was not at fault in the way it sought medical assistance after the fall, in line with Mr Z’s wishes. The care provider’s record keeping was poor and this is fault. It has already taken action to address this through staff training. The care provider has agreed to apologise to Mrs X and Ms Y and make a payment to acknowledge the uncertainty and distress caused to them by the poor records.
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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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HC-One Oval Limited (20 007 882)
Statement Upheld Residential care 16-Mar-2021
Summary: Mrs C complained about the way the care home responded to her mother’s falls. We found with the care provider’s actions. The care provider has agreed to apologise to Mrs C and her mother and pay each of them a financial remedy for the distress they experienced. It will also share the lessons learned with its staff.
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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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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.