Decision search
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Barchester Healthcare Homes Limited (18 014 139)
Statement Upheld Charging 04-Dec-2020
Summary: The Care Provider did not explain the extra charge it made for a ‘lifestyle premium’ and we cannot be sure that the complainant, the late Mrs J, would have chosen to pay this. It has agreed to refund half the total amount to Mrs J’s estate and review the advice it gives about this. The Clinical Commissioning Group (CCG) Occupational Therapy service failed to complete an assessment and so it could not fund a specialist chair for Mrs J and she had to be nursed in bed. The CCG should refund the cost of the chair to the daughter and pay her £300 in recognition of her distress. It should also review how its OT provision is organised.
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Westminster Homecare Ltd (19 012 003)
Statement Upheld Domiciliary care 01-Dec-2020
Summary: Mrs B complains on behalf of her stepmother, Mrs Y. She says carers did not complete their full allocated hours caring for Mrs Y. Mrs B says carers often arrived late or left early but the Provider still charged for the full hours. The Ombudsman finds fault in the times and durations of visits to Mrs Y and in how it responded to non-payment of fees.
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Peepal Care Limited (19 019 828)
Statement Upheld Domiciliary care 30-Nov-2020
Summary: There is evidence of fault by the Care Provider. It failed to properly vet all home carer workers before introducing them to Mrs Y and failed to ensure the care workers it recruited had the necessary skills and experience. It also breached Mrs Y’s privacy in its discussion with a third party not related to her care.
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Four Seasons (DFK) Limited (19 005 856)
Statement Upheld Residential care 27-Nov-2020
Summary: Mr X complains about the actions of a care home. He says the care home did not contact him when his mother died, did not complete an inventory of his mother’s belongings when she entered the care home, and that money was taken from his mother’s bank account. He also complains about the care home’s complaint handling. The Ombudsman finds some fault with the care home. We have made some recommendations.
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Promedica24 UK Limited (19 018 993)
Statement Upheld Domiciliary care 26-Nov-2020
Summary: The care provider did not ensure care workers with the right skills and experience were employed to support Mr X. As a result he became distressed and Mrs X had to terminate her contract with the agency.
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Statement Upheld Domiciliary care 24-Nov-2020
Summary: Mrs C complains that care provided to her mother by Bluebird Care (Wiltshire South) was of poor quality. The Ombudsman finds there was some fault by the care provider in this case, causing injustice for which a remedy has been agreed.
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Regal Care Trading Ltd (19 016 946)
Statement Upheld Residential care 24-Nov-2020
Summary: The Care Provider failed to administer medication and record interventions properly. This potentially had serious health implications for Mrs D. The Care Provider has agreed to make procedural changes and a payment to Mrs D for uncertainty caused by its actions.
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Care O.W.L Limited (19 005 712)
Statement Upheld Domiciliary care 20-Nov-2020
Summary: Mrs X complains she has been unfairly excluded from involvement with her mother’s care arrangements. The Ombudsman has identified one area of service failure involving storage of records. The Care Provider has agreed a change to the current practice.
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Care UK Community Partnerships Limited (19 011 512)
Statement Upheld Residential care 13-Nov-2020
Summary: Mrs C complained about the care her (late) mother received at the care home she lived. The Ombudsman found the care home should not have given Mrs M strawberries, which she was allergic to. However, the care home has already apologised for this, as well for two incidents that involved another resident. This was an appropriate remedy for the injustice that occurred.
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Park Homes (UK) Limited (19 012 217)
Statement Upheld Residential care 04-Nov-2020
Summary: There is evidence of fault by the Care Provider. It failed to develop a care and support plan for Mrs Y, failed to undertake risk assessments and failed to implement behaviour charts. It also failed to keep contemporaneous records of an injury Mrs Y sustained.