Statement Upheld COVID-19 10-Apr-2022
Summary: Mr X complains his brother's care home failed to tell him there was COVID-19 in the home, from which his brother died, and the care provider inappropriately contacted him about outstanding fees shortly after his death. The care home should have told Mr X his brother was at the end of his life. The Care Provider should not have contacted him about the outstanding fees. These failings caused avoidable distress which requires a further apology.
Statement Upheld COVID-19 30-Mar-2022
Summary: Mr B has complained about the care of his parents in a care home. We found fault in aspects of facilities and sensitivity shown around family bereavement which caused distress to Mr B and the Home has agreed to make apologies.
Statement Upheld COVID-19 23-Mar-2022
Summary: Mrs D complained about the way the Trust cared for her father, Mr F, when he attended its emergency department and during two hospital admissions. She also complained about the way the Council and Trust dealt with her father's discharge from hospital to a care home. We have found fault in the Council's and Trust's record keeping and in the way the Trust managed Mr F's continence care. The Council and Trust accept our recommendations, so we have completed our investigation.
Statement Upheld COVID-19 22-Mar-2022
Summary: The Council failed to provide Mr X with the support he needed to complete assessment forms for disability related expenditure and then communicated poorly about this with Mr X's representative. The Council has apologised for the faults and agreed to consider backdating any allowance for disability related expenditure it may grant. These are appropriate actions to remedy any injustice caused to Mr X. It has also agreed to service improvements to minimise a reoccurrence of the fault.
Statement Upheld COVID-19 14-Mar-2022
Summary: Ms X complained the Council failed to ensure her son, Mr Z, received appropriate care, and also failed to complete his mental capacity assessment and care and support reassessment. The Council was not at fault in relation to these matters. However, it is at fault for delaying in making a decision about the most appropriate action to take to progress the case. It should take steps to prevent any further drift occurring.
Statement Upheld COVID-19 11-Mar-2022
Summary: Mr F complains about the Council's decision to reduce the hours he could attend a day centre following the centre's closure in the first COVID-19 lockdown. We found some fault which caused uncertainty to Mr F and his shared lives carers. The Council has agreed to apologise and make a payment to them.
Statement Not upheld COVID-19 08-Mar-2022
Summary: The Ombudsmen find a Nursing Home, Hospital Trust and Ambulance Trust responded appropriately when a Nursing Home resident became unwell in March 2020. Based on the evidence seen to date, professionals completed appropriate assessments and acted in line with guidance in place at that time. There was fault in the way the Nursing Home handled a relative's request for copies of records. We have made recommendations to address this.
Statement Upheld COVID-19 24-Feb-2022
Summary: Ms X complained the Fountains Nursing Home failed to provide adequate care to her father in the hours prior to his death and that the Council's safeguarding investigation was flawed. The Council has already identified fault, mainly around communication with the family and the Nursing Home's recording of events. It has apologised to Ms X and made service improvements. These are suitable actions to remedy Ms X's injustice and prevent a reoccurrence.
Statement Not upheld COVID-19 22-Feb-2022
Summary: Mr X complains about the care his late mother, Mrs Y, received in the Council's care home, Mapleton Road, in December 2020. There is no evidence Mapleton Road failed to meet Mrs Y's care needs.
Statement Upheld COVID-19 17-Feb-2022
Summary: Mr X complained the Council failed to ensure it had effective monitoring processes in place in relation to his daughter, Miss D's, supported living placement and also delayed in responding to his complaint. The Council has already accepted there was a need to improve monitoring and has taken appropriate steps to address this. The Council took too long to respond to Mr X's complaint. It has already apologised for this which is suitable to remedy the frustration this caused Mr X. It has also agreed to provide evidence that the outstanding work to the communal room has been completed and it has raised the issue of unacceptable delays with the Landlord.