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Gloucestershire County Council (19 014 556)

Category : Adult care services > Domiciliary care

Decision : Upheld

Decision date : 22 Oct 2021

Summary: Ms P complained about the way the Council assessed and met Miss X’s care needs. She says the Council failed to meet Miss X’s needs, failed to support her partner (Mr L) who was her carer, failed to take account of relevant medical information, failed to provide over-night care, failed to implement promises it made in its complaint response, and that the social worker communicated poorly. Ms P says this meant Miss X was left in her own faeces and urine, her health worsened, and Mr L left because of the lack of support which resulted in burn-out.


The Ombudsman upheld the complaint and found fault causing injustice.


To remedy the injustice caused, the Council has agreed to:

  • apologise to Miss X and Mr L for the injustice caused by the faults;
  • pay Miss X £2,050 and Mr L £300 to reflect the injustice caused;
  • remind staff of their responsibilities under the Care Act;
  • accesse records held by Gloucestershire Carers Hub; and
  • share this report with relevant staff including management, and discusses the findings at appropriate team meetings.

Ombudsman satisfied with Council response: 28 January 2022

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