Decision search
Your search has 550 results
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Nightingale Hammerson (19 020 959)
Statement Upheld Residential care 26-Jan-2021
Summary: There is evidence of fault in some aspects of the care provided to Mr & Mrs X during their short stay in a residential care home. The care provider’s response to the complaint was factually inaccurate on some points and gave conflicting explanations
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The Orders Of St. John Care Trust (20 001 968)
Statement Upheld Residential care 22-Jan-2021
Summary: Mrs B complained of inadequate care given to Mr B during a respite stay in November 2019. The care provider failed to keep adequate records, raised Mrs B’s expectations about the provision Mr B would receive, failed to provide adequate care on occasion, failed to properly consider Mr B’s diabetes and lost a pair of trousers. That caused Mr B to miss out on some provision, caused Mrs B distress and led to her going to time and trouble to pursue the complaint. A financial payment, training for care home staff and managers, agreement to refund the cost of the missing trousers or replace them and changes to procedures is satisfactory remedy.
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Candlelight Homecare Services Ltd (19 020 434)
Statement Upheld Domiciliary care 22-Jan-2021
Summary: Candlelight Homecare Service’s introductory care agency delayed dealing with concerns raised about a carer, failed to properly investigate the concerns, failed to respond to telephone calls from Mr B and failed to address all the areas of complaint in its complaint response. As Mr B’s mother employed the carer directly rather than through the Agency this did not mean the carer remained in place longer than she should have due to the Agency’s fault. However, the failures caused Mr B frustration and led to him going to time and trouble to pursue the complaint. Reconsideration of the Agency’s complaints procedure, commitment to keeping contemporaneous records, a reminder to officers dealing with complaints and an apology and payment to Mr B is satisfactory remedy.
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Parklands Care Services Limited (20 001 461)
Statement Upheld Residential care 19-Jan-2021
Summary: Mr X complained the care provider, Parklands Care Services Ltd, unfairly and inappropriately increased his father, Mr F’s care fees. The care provider was at fault. The terms in its contracts relating to fee increases are not in line with Competition and Markets Authority guidance which means it is likely they are unfair under consumer law. This causes Mr X and all other residents and their representatives across the care provider’s care homes uncertainty about future care fee increases. The care provider agreed to review its contract to ensure it complies with the guidance and consumer law.
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Midshires Care Limited (19 020 899)
Statement Upheld Domiciliary care 19-Jan-2021
Summary: Ms B complains on behalf of her parents, Mr and Mrs C, that the service provided by Midshires Care Limited was inadequate and that it wrongly charged them for care provision during the 14 day notice period. She also says it delayed in responding to her complaint. We uphold Ms B’s complaint. Mr and Mrs C and their family suffered distress and inconvenience because of the actions of Midshires Care Limited. It has agreed to remedy the injustice caused by making a payment and issuing a revised invoice.
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Alliance Care (Dales Homes) Limited (20 006 010)
Statement Upheld Residential care 18-Jan-2021
Summary: Mr P has complained on behalf of Mr R about the care he received by the Care Provider. The Ombudsman has identified various failings by the Care Provider about the level and adequacy of care provided to Mr R. This resulted in an injustice to Mr P and his family and so the Ombudsman has recommended a remedy.
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Promedica24 UK Limited (20 000 764)
Statement Upheld Other 15-Jan-2021
Summary: Ms B complains that ProMedica24 UK Limited failed to provide adequate care for her mother, Mrs C. We found one of the carers behaved inappropriately causing Mrs C and her family distress and inconvenience. To remedy the injustice caused, ProMedica24 UK Limited has agreed to apologise to the family and waive its fees from the date of the incident.
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Barchester Healthcare Homes Limited (19 005 019)
Statement Upheld Residential care 13-Jan-2021
Summary: Ms X complained the care home failed to provide the contracted accommodation she agreed to. The care home has accepted fault for not providing the contracted accommodation and delays in handling the complaint. The care home reduced the balance owed by £2,000. The Ombudsman considers this reduction a suitable way to remedy the injustice caused. The Care Home offered to remove the final seven days’ worth of charges due to Ms X vacating the room. The Ombudsman considers this reduction appropriate.
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H C-One Beamish Limited (19 019 329)
Statement Upheld Residential care 12-Jan-2021
Summary: Mr X complained about the care his late mother Mrs F, received at Melbury Court care home (the care provider) between February and July 2019. The care provider was at fault. The care provider failed to adequately administer Mrs F’s pain relief and failed to address her regular refusal of personal care. The care provider agreed to pay Mr X £250 to acknowledge the distress and uncertainty caused to him by the faults.
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Minster Care Management Limited (19 016 901)
Statement Upheld Residential care 11-Jan-2021
Summary: We have found fault in the way the Home communicated with Mrs C and her family about a lift being out of service, its failure to offer Mrs C any alternative way to leave the Home for three months and its failure to properly respond to Mrs C’s complaint. The Home has agreed to apologise, to provide a financial remedy and to write to other residents who may have been similarly affected.