Summary: We will not investigate Ms X’s complaint about the Council ending her reablement service and failing to provide additional care assessment or support. There is not enough evidence of fault by the Council. It is also unlikely an investigation by the Ombudsman would add to the Council’s response.

The complaint

1. Ms X complains the Council ended her reablement service without doing the necessary care assessments and left her without suitable care support while she was still recovering from surgery.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X complained the Council ended her reablement service without carrying out the necessary care assessments. A medical assessment at the end of the reablement service period concluded that she was sufficiently independent and did not require ongoing care or support. The Council determined that no further care assessment was required due to this assessment. There is insufficient evidence of fault in the way the Council reached this decision.
6. Ms X complained that the Council relied on incorrect information when deciding she no longer required support. In response, the Council completed a new assessment, which identified eligible care needs and led to a care package being put in place. There is insufficient evidence to show the Council's original decision was wrong based on the information available at the time. The Council revised its decision when new information came to light. Therefore, there is insufficient evidence of fault in the Council's decision-making.
7. Ms X says this process left her without suitable support for too long. However, the Council completed assessments within a reasonable timescale and revised them in response to information she provided. Ms X has made a separate complaint about the adequacy of the care package offered by the Council so I will not consider these matters as part of this complaint. There is insufficient evidence of fault in the Council's assessment of Ms X’s needs.
8. The Council has accepted that steps could have been taken to explain the difference between the Care Act assessment and Reablement programme. The Council has said the difference will be made clearer to residents going forward. It is unlikely an investigation by the Ombudsman would add to this or achieve anything more.

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Final decision

9. We will not investigate Ms X’s complaint because there is not enough evidence of fault by the Council. It is also unlikely an investigation by the Ombudsman would add to the Council’s response.

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Investigator's decision on behalf of the Ombudsman