Summary: We will not investigate this complaint about adult social care in the client’s home. This is because thorough investigations have already taken place and actions taken in response. It is unlikely the Ombudsman would achieve a significantly different outcome to justify investigation.

The complaint

1. Mr C says the care provider failed to give satisfactory support to his relative, Ms D. Mr C does not believe Ms C should pay in full for inadequate care. Ms C says the care provider should improve service to ensure others are not similarly impacted.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we could add to any previous investigation by the care provider or another body, or
• it is unlikely further investigation will lead to a different outcome.

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

3. I considered information provided by the complainant and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms D received care at home from Home Instead Lewes District and Uckfield, run by Stay Independent at Home Ltd (the Care Provider). Ms D is no longer supported by this Care Provider, so there is no claimed continuing injustice.
6. A professional raised concerns about Ms D’s care to the local authority safeguarding team. The Care Provider and the local authority carried out a thorough investigation of the concerns. There were no wider concerns about other clients, and the issues were shared with the Care Quality Commission who regulate care providers in England.
7. The Care Provider apologised for any upset caused to Ms D and her family, and waived four weeks of fees that it could have charged for the notice period. It is unlikely that further investigation would reach a significantly different outcome to justify the Ombudsman’s resource to investigate.

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Final decision

8. We will not investigate Mr C’s complaint because it is unlikely an Ombudsman investigation would reach a significantly different outcome.

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Investigator's decision on behalf of the Ombudsman