Domiciliary care

Recent statements in this category are shown below:

  • Leeds City Council (19 016 019)

    Statement Upheld Domiciliary care 16-Feb-2021

    Summary: There is evidence of some failings in the care provided to Mr Y. I do not consider any significant injustice was caused to Mr Y or Mr X. I am also satisfied the Care Provider and the Council responded adequately to the concerns Mr X raised. There is no evidence of fault in the way the Council monitored the care provided to Mr Y. There is no outstanding injustice that requires a remedy.

  • Promedica24 (Lancashire) Limited (19 020 763)

    Statement Upheld Domiciliary care 16-Feb-2021

    Summary: Mrs X complained about the home care service provided by Promedica24 (Lancashire) Limited. We have found fault because Mrs X was not provided with person-centred care that was suitable for a person with dementia. We cannot say this caused a deterioration in Mrs X's health, but we are satisfied it caused distress to Mrs X that requires a remedy. To remedy this injustice, Promedica24 (Lancashire) Limited has agreed to apologise, cancel notice period charges, and make a payment to Mrs X. It has also agreed to ensure appropriate training is provided to the relevant personnel.

  • Liverpool and Sefton Homecare Limited (20 000 716)

    Statement Upheld Domiciliary care 10-Feb-2021

    Summary: Miss C complained about the domiciliary care package provided to her late mother. Miss C said her mother paid for care she did not receive and her family had to provide personal care. We have found fault as some care outcomes were not consistently achieved but consider the agreed actions of an apology, partial refund of fees and procedural improvements provide a suitable remedy.

  • Durham County Council (20 001 116)

    Statement Upheld Domiciliary care 08-Feb-2021

    Summary: the complainant complained the Council's commissioned Care Provider, Comfort Call (Durham) failed to provide services it had commissioned leading to his mother not receiving all the care she needed, putting her at risk of harm and causing distress to the family. The Council says Comfort Call accepted fault and committed to improvements but that any further remedy was unnecessary. We find the Council at fault for the poor care service and it has agreed to apologise, pay £500 to the complainant, and monitor the contractor's future performance.

  • Westminster City Council (20 005 527)

    Statement Not upheld Domiciliary care 01-Feb-2021

    Summary: Ms X complains about the Care Provider's decision to end a care agreement for her mother. We have discontinued our investigation to allow the Council to investigate the complaint.

  • London Borough of Redbridge (19 017 164)

    Statement Upheld Domiciliary care 28-Jan-2021

    Summary: Ms Y on behalf of her mother Mrs X complains about the standard of care provided and in particular the issue of missed care calls. She also complains about the Council's failure to properly investigate her complaints and its failure to complete an adult safeguarding investigation. The Council's failure to act promptly to investigate the complaints means facts were never established regarding missed calls and the other issues. The Council also delayed the safeguarding procedure meaning no conclusion was reached.

  • Warwickshire County Council (19 014 276)

    Statement Upheld Domiciliary care 25-Jan-2021

    Summary: Mr B complained about the way the Council responded to his complaint about a care agency. He believed the Council's response simply accepted the agency's comments. The Council's response appeared to be inadequate. Mr B cannot be satisfied the Council has properly considered his concerns. The Council has agreed to remedy the injustice.

  • 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.

  • 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.

  • Royal Borough of Kingston upon Thames (20 002 541)

    Statement Upheld Domiciliary care 19-Jan-2021

    Summary: The Council failed to provide adequate domiciliary care to a vulnerable adult. Its safeguarding investigation found poor practice by the Care Provider it commissioned to meet Mr D's adult social care needs. Mr D received rushed care which did not always meet his needs and contributed to his skin breakdown leaving him uncomfortable. The Council missed opportunities to resolve the issues at the earliest stage and misplaced a complaint. This protracted the upset and frustration for Mr D's wife and daughter. The Council will refund the care fees, pay £200 each to Mr D's wife and daughter, and remind staff of the importance of accurate record keeping and responding to correspondence.

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