Recent statements in this category are shown below:
Statement Upheld Domiciliary care 21-Oct-2019
Summary: The Council investigated Mr X's complaint properly and apologised for failings on the part of the commissioned emergency service. It has agreed to a payment in recognition of the distress that caused. It is not the Council's responsibility to pay the additional costs now Mrs A no longer receives the emergency service from the care provider.
Statement Upheld Domiciliary care 11-Oct-2019
Summary: Ms X complained about the quality of domiciliary care provided to her mother Ms Y by Helping Hands. There were faults as there was a lack of continuity of carers, last minute rota changes and a carer carried out shorter visits than scheduled. This caused Ms Y some distress. The care provider also delayed responding to Ms X's complaint causing Ms X frustration. The care provider has agreed to pay Ms Y £250 and Ms X £100 to acknowledge the injustice caused by its faults. It has also agreed to remind staff of its complaints' procedures and the need to accurately record the time of visits.
Statement Upheld Domiciliary care 04-Oct-2019
Summary: Mr F complains about the Council's billing for care services it provided his mother. The Council has now agreed to write off the charges. As the Ombudsman cannot achieve anything more for Mr F, we have discontinued our investigation.
Statement Upheld Domiciliary care 27-Sep-2019
Summary: The complainant, whom I will call Mrs X, complains about the domiciliary care provided to her father, Mr Y. The Ombudsman finds the absence of some care records creates uncertainty about the care provided. But the available records show that Mr Y's care was not always provided in accordance with his support plan. We also find fault with the care provider's communication with Mrs X and its handling of her complaint. The provider will pay £150 to Mrs X and undertake the other actions listed at the end of this statement.
Statement Upheld Domiciliary care 25-Sep-2019
Summary: Mr X complained on behalf of his stepfather, Mr D, who is now deceased. Mr X complained about Way Ahead Community Services Limited's (the care provider) decision to terminate Mr D's care package at short notice. Mr X said the matter caused Mr D anxiety and confusion. Mr X also complained the care provider's final invoice was £381 too much. The care provider was not at fault for terminating Mr D's care package. It made the decision in line with the terms and conditions of the contract and provided Mr X with adequate details and reasons for its decision. The care provider was at fault for issuing an incorrect final invoice which was £381 too much. It agreed to issue Mr X with a fresh invoice.
Statement Not upheld Domiciliary care 23-Sep-2019
Summary: Miss X complains about the way the Council dealt with her complaint about her late mother's care. She says her mother deserved to be better cared for. The Ombudsman finds no fault in the Council's actions.
Statement Upheld Domiciliary care 23-Sep-2019
Summary: The care provider failed to ensure that Mrs A received a proper standard of care and treatment.
Statement Not upheld Domiciliary care 20-Sep-2019
Summary: The complaint is about the way the care provider ended its care provision at short notice, not allowing the complainants time to find a new provider. The Ombudsman's view is a contract allowed the care provider to end the contract giving the notice it did. Although the care provider has not got a signed copy of the contract, this is unlikely to have caused a significant enough injustice to warrant the public expense of further investigation.
Statement Upheld Domiciliary care 12-Sep-2019
Summary: Miss X complains the Council has failed to meet her care needs since May 2018. The Council's care and support planning has been inadequate. It needs to review Miss X's needs and update her care and support plan to make sure it accurately reflects her needs.
Statement Upheld Domiciliary care 11-Sep-2019
Summary: Mrs X complained about the home care service provided by the Care Provider. The Care Provider was at fault for not providing written information about its service levels and issuing inaccurate invoices. This caused Mrs X uncertainty because she did not know what service levels to expect and whether she was paying the correct amount for her care. The Care Provider should make Mrs X a financial payment and carry out an audit of the care she received and the amount she paid for it over the previous 12 months. It should also review its processes to ensure clear service level information is available to its service users and it issues invoices which accurately record the amount of care received.