Decision search
Your search has 550 results
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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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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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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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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
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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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Corner House Care Limited (20 006 782)
Statement Upheld Residential care 26-Feb-2021
Summary: Mrs C complained her sister’s care home threw away her sister’s clothes after she had passed away, even though Mrs C had repeatedly told the home the family wanted to collect them. Mrs C complained the care home also failed to establish how this happened and says the whole event has caused her a lot of distress at an already very difficult time. We found fault with the actions of the care provider. While the care provider has agreed to provide an apology, it has not agreed to pay the financial remedy we recommended, which it believes to be too high. We have given the care provider 30 days to comply, before we will start the process of issuing an Adverse Finding Notice.
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Regal Care Trading Ltd (20 002 828)
Statement Upheld Covid-19 25-Feb-2021
Summary: Mrs X, complains Blenheim Care Home failed to look after her father, Mr Y, properly, resulting in him spending time in hospital. Blenheim Care Home was ill equipped to deal with the demands arising from COVID-19. It failed to meet Mr Y’s needs or identify the fact he was unwell. Regal Care needs to apologise to Mrs X and pay financial redress to Mr Y.
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Agincare UK Limited (19 020 058)
Statement Upheld Domiciliary care 25-Feb-2021
Summary: The care provider failed to keep records as is required. It also failed to properly investigate the complaint into this matter and to implement the recommendations made in its response. In recognition of the injustice caused by these failings we recommended the care provider refunds Mr Y’s care costs for the month prior to his death, apologises to his family, amends its procedures and reminds its staff of the conduct it expects from them. The care provider agreed.
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HC-One Oval Limited (20 002 335)
Statement Upheld Charging 23-Feb-2021
Summary: Mrs C complained about the care home’s fee and the way in which the family was informed about it by the care home. We found fault because the care home had charged an incorrect (higher) rate. The care provider has agreed to apologise for this and correct the corresponding invoices.