Recent statements in this category are shown below:
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Rotherham Metropolitan Borough Council (23 014 236)
Statement Upheld Domiciliary care 03-Jun-2024
Summary: Mr F complains about the domiciliary care his wife received from Cera Homecare Ltd, commissioned by the Council. There was fault in record-keeping but this has not caused significant injustice. There was no fault in the care provided.
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MJ CareCentre Limited (23 004 900)
Statement Upheld Domiciliary care 29-May-2024
Summary: Mr X complained the Care Provider failed to provide suitable care in line with Mrs Y’s care plan and adhere to the financial spending limits it had in place for client money. We found the Care Provider failed to keep sufficient records to document the care it provided and failed to update care plans. This caused uncertainty for Mrs Y and her family. The Care Provider has agreed to apologise, make payment to recognise the uncertainty caused and take action to prevent reoccurrence.
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Bristol City Council (23 009 039)
Statement Upheld Domiciliary care 27-May-2024
Summary: Ms X complained about the Council’s failure to provide care to meet her assessed needs and related matters. We found the Council to be at fault. It took too long to provide care at the outset, told her to make her own arrangements when the Council could not find a suitable carer and took no action to respond to Ms X’s concerns about lack of parenting support. This led Ms X cancelling her care package and being without care she needed for several months. There was also fault by the care provider when it sent an email to the wrong address on behalf of Ms X. To remedy the injustice to Ms X, the Council has agreed to apologise, make a payment and take action to improve its service.
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West Northamptonshire Council (23 011 224)
Statement Closed after initial enquiries Domiciliary care 21-May-2024
Summary: We found fault by a care provider with regards to its failure to properly assess Mrs K’s ability to make key decisions about her care. We also found fault by the care provider as it failed to notify Mrs K’s family when she suffered a fall and did not seek their input about what should happen next. The care provider agreed to apologise to Mrs K’s son, Mr J, and pay a financial remedy in recognition of the distress these events caused him. The care provider will also take action to prevent similar problems occurring in future.
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Statement Upheld Domiciliary care 16-May-2024
Summary: Mr F complained about the quality of homecare he received and that the care provider imposed a two-week notice period although he or his representative had not signed a contract. We found fault in record-keeping and complaint handling which has caused uncertainty and time and trouble. The care provider should waive £300 of its fees to remedy this injustice.
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Stockport Metropolitan Borough Council (23 010 877)
Statement Upheld Domiciliary care 02-May-2024
Summary: The Council failed to properly respond to Ms X’s concerns about the care her sister received from a care agency acting on behalf of the Council. This led to a prolonged period of short care visits and significant frustration for Ms X. The Council also failed to deal with Ms X’s concerns about overcharging for care services. The Council has implemented widespread changes in response to this complaint.
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Statement Upheld Domiciliary care 29-Apr-2024
Summary: Mrs X complained CHJB Limited failed to provide the care it was contracted to provide to her mother, Mrs Y. The Care Provider is at fault because it did not properly record the care provided to Mrs Y on two occasions and did not provide her with a properly cooked meal on one occasion. This caused Mrs X uncertainty about the care received by Mrs Y and frustration. I am satisfied the Care Provider too appropriate action to deal with these matters before our investigation commenced. There is no outstanding injustice that requires remedy.
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Blackpool Borough Council (23 020 346)
Statement Closed after initial enquiries Domiciliary care 28-Apr-2024
Summary: We will not investigate this complaint about the standard of care Mr X has received. This is because the Council has conducted a satisfactory investigation and taken action to address Mr X’s concerns. An investigation would therefore be unlikely to result in a different outcome.
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Statement Upheld Domiciliary care 16-Apr-2024
Summary: Ms B complains the Care Provider damaged and mislaid her mother’s belongings. We found items were moved without consulting the family, which was fault. This caused uncertainty, which is an injustice. The Care Provider should reduce its invoice by £300 to remedy this.
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Darlington Borough Council (23 016 984)
Statement Upheld Domiciliary care 15-Apr-2024
Summary: We will not investigate this complaint about domiciliary care. The Council has fully upheld the complaints and agreed to make service improvements. Further investigation by the Ombudsman will not lead to a different outcome.