Decision search
Your search has 552 results
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Athena Healthcare (Park Road) Limited (19 018 572)
Statement Upheld Residential care 23-Feb-2021
Summary: Mr and Mrs X complained the care provider overcharged them for nursing care Mr X did not require. It has refunded the charges as a goodwill gesture but not accepted it wrongly charged them. The care provider was at fault. It did not inform Mrs X about differing care rates and there is no evidence Mr X had nursing needs. It should have charged Mr X at its residential rate. Mr X has since died, but the care provider should accept its mistake and apologise to Mrs X. It should pay her £250 to acknowledge the lost interest and uncertainty and distress caused by the overpaid charges and review its procedures. It should also carry out a review to see if others were affected by this fault and reimburse anyone overcharged.
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Bupa Care Homes (CFC Homes) Limited (19 011 992)
Statement Upheld Residential care 16-Feb-2021
Summary: Mrs Y complains about the care provided to her late mother, Mrs X, in a nursing home in the way she was moved and handled during an assessment. Mrs Y says this caused Mrs X and the family distress. The Ombudsman finds fault in the Care Provider’s actions which caused injustice. The Care Home has agreed to apologise to Mrs Y, make a payment to her to acknowledge the impact of its fault, share this statement with its complaints team for learning, and arrange up-to-date manual handling training for staff.
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London Residential Healthcare Limited (20 003 469)
Statement Upheld Charging 16-Feb-2021
Summary: Mrs B complained about the care her late father received at one of the Provider’s care homes. There was fault in the Care Home’s record-keeping and its complaints handling, causing distress and uncertainty to Mrs B about the care her father received. It has agreed to apologise to Mrs B and reduce the amount she owes for Mr X’s care. It also agreed to review its processes and ensure its staff follow its policies and procedures.
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Promedica24 (Lancashire) Limited (19 020 763)
Statement Upheld Domiciliary care 16-Feb-2021
Summary: Mrs X complained about the home care service provided by Promedica24 (Lancashire) Limited. We have found fault because Mrs X was not provided with person-centred care that was suitable for a person with dementia. We cannot say this caused a deterioration in Mrs X’s health, but we are satisfied it caused distress to Mrs X that requires a remedy. To remedy this injustice, Promedica24 (Lancashire) Limited has agreed to apologise, cancel notice period charges, and make a payment to Mrs X. It has also agreed to ensure appropriate training is provided to the relevant personnel.
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Haversham House Limited (20 000 752)
Statement Upheld Residential care 16-Feb-2021
Summary: Ms C complained on behalf of her father that care provided to him by Haversham House Limited was unsafe. Ms C complained that her father was neglected and suffered mental and physical distress. We found fault by the care provider in some aspects of his care. An apology has been agreed to acknowledge the resultant injustice.
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Avery Healthcare Group (20 000 896)
Statement Upheld Residential care 12-Feb-2021
Summary: Mr X complained about the care provided to his late mother, Mrs Y, at Darwin Court Care Home. There was no fault in the personal care provided to Mrs Y or in the way the care provider investigated an allegation she was assaulted. There was fault when it moved Mrs Y to a high dependency dementia unit without involving relatives and in its failure to clearly explain how funded nursing care affected the care fees. Mrs Y was not overcharged for her care but the care provider has agreed to apologise to Mr X and pay him £200 to acknowledge the distress and uncertainty caused by these faults. It has also agreed to review its procedures to prevent these faults recurring.
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Liverpool and Sefton Homecare Limited (20 000 716)
Statement Upheld Domiciliary care 10-Feb-2021
Summary: Miss C complained about the domiciliary care package provided to her late mother. Miss C said her mother paid for care she did not receive and her family had to provide personal care. We have found fault as some care outcomes were not consistently achieved but consider the agreed actions of an apology, partial refund of fees and procedural improvements provide a suitable remedy.
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Smartmove Homes Limited (19 019 946)
Statement Upheld Residential care 05-Feb-2021
Summary: Mr H complains the care provider has delayed repaying overpaid care home fees. He is the executor of his uncle’s estate and has been trying to resolve the issue for many months. The Ombudsman’s view is the care provider did delay responding to Mr H. Although this delay was not the reason for the confusion about how much they owe, it was avoidable. It led to unnecessary time and trouble and frustration for Mr H. The care provider has agreed to apologise.
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Sunrise Senior Living Limited (19 018 850)
Statement Upheld Residential care 04-Feb-2021
Summary: Mrs B complained about the care provided to her late husband at Sunrise of Hale Barns care home. She also complained about the charges which she says increased from the figure she was first given. She considered the poor care hastened Mr B’s decline and death. There was some fault which caused injustice to Mr B and Mrs B for which the care provider will apologise.
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Chislehurst Care Limited (20 001 154)
Statement Upheld Residential care 01-Feb-2021
Summary: Mrs X complained the care provider failed to take action when her late mother, Mrs Y, said she was assaulted during a respite stay at the care home. The care provider was at fault when it failed to take the allegations seriously or refer them to safeguarding. The Council carried out a safeguarding investigation and made recommendations for improvement which the care provider has implemented. The care provider was also at fault for the delay in responding to Mrs X’s complaint. It has already apologised for this.