Decision search
Your search has 550 results
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Rachel Bridget Mohidin (19 015 559)
Statement Upheld Charging 03-Nov-2020
Summary: Mrs X complains about the actions of a care home. She says the care home did not consult with her before it gave notice on her mother’s placement and did not tell her it would charge the full care fees if possessions were left in her mother’s room. She also complains about charges made regarding some sundry items. The Ombudsman finds fault with the care home for not consulting with Mrs X, not providing information about its charges, and for not keeping accurate records. We have made recommendations.
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Bayford New Horizons Limited AKA Bluebird Care (Chichester) (19 011 857)
Statement Upheld Domiciliary care 02-Nov-2020
Summary: Mrs C complained about the homecare Mr F received. She complained about the timing of visits, the cleanliness of Mr F’s property and an alleged delay in involving the GP on two occasions. The Ombudsman found there were incidents when it took too long in the morning for Mr F to receive his breakfast or personal care. The care provider has agreed to provide an apology for this.
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Knightingale Care Limited (19 008 764)
Statement Upheld Charging 29-Oct-2020
Summary: Mr B complains the Home did not reduce his mother’s care fees after she received Funded Nursing Care. He says when he first moved his mother into the Home, it indicated that it would work to get any benefits due to her that would reduce the costs. He says the Home continues to receive the Funded Nursing Care (“FNC”) while charging a higher fee. The Ombudsman finds fault in how the Home communicated the way it treats FNC and the impact on its fees.
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Royal Mencap Society (19 016 600)
Statement Upheld Other 26-Oct-2020
Summary: Miss X complained that a carer working for Royal Mencap Society (Mencap) mistreated her son, Y while providing him with support. We found there was fault that warranted a remedy.
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Springfield Healthcare (The Chocolate Works) Limited (19 018 165)
Statement Upheld Other 22-Oct-2020
Summary: There is evidence of fault by the care home, it failed to seek Mrs Y’s views about alleged comments made by Mrs X. It later failed to establish Mrs Y’s wishes about future visits from Mrs X. The care home failed to deal with Mrs X fairly.
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Brancaster Care Homes Limited (19 018 356)
Statement Upheld Residential care 21-Oct-2020
Summary: Mrs D complained about the way in which the Care Provider dealt with issues relating to the care of her mother in one of its care homes and the associated fees. The Care Provider has agreed to refund £1942, make a written apology and improve its procedures for the future.
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The Orders Of St. John Care Trust (19 010 144)
Statement Upheld Residential care 20-Oct-2020
Summary: Mrs X complained about the care provided to her late mother, Mrs Y, at the care home. The care provider was at fault. It failed to note Mrs X’s concerns, failed to follow instructions regarding laundry, failed to record when it had followed up a continuing health care assessment, was short staffed on a day Mrs X visited and it used Mrs Y’s products on other residents. The care provider has agreed to apologise to Mrs X and pay her £250 to acknowledge the distress and frustration the faults caused. It has also agreed to provide evidence to the Ombudsman to show it has completed the actions it agreed to take to prevent the faults recurring.
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Hollow Oak Nursing Home Limited (19 013 611)
Statement Upheld Charging 16-Oct-2020
Summary: Mr X complained on behalf of his father, Mr Y, that fees paid to Hollow Oak Nursing Home were not reduced following an NHS funding award. He said the home’s information about fees was unclear. The Ombudsman found the home’s contract could have been clearer. However, it did not suggest fees would reduce following an award of funded nursing care.
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B & M Care/Colleycare Ltd (19 018 909)
Statement Upheld Residential care 12-Oct-2020
Summary: Ms X did not have a written care plan setting out her care needs. This meant the service to her was not in line with care regulations applicable in care homes. The Care Provider will apologise, make payments and ensure all new residents have care plans on admission.
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Hadrian Healthcare (Wetherby) Limited (19 011 212)
Statement Upheld Residential care 06-Oct-2020
Summary: Ms X complained about some aspects of care her friend, Ms Z, received at a care home. She said this caused Ms Z distress and she had to move to a different care home. The care provider has already said it was at fault when it failed to administer Ms X’s eye drops on four occasions. It has taken satisfactory steps to amend its procedures and remedy the injustice this caused.