Domiciliary care


Recent statements in this category are shown below:

  • Everycare (Medway & Swale) Ltd (20 003 236)

    Statement Upheld Domiciliary care 23-Mar-2021

    Summary: Mrs X complained, on behalf of her and her mother Ms Y, about the way the care provider responded when their late relative Mr Z had two falls in his flat. We cannot make a finding on the extent to which staff assisted Mr Z get off the floor. The care provider was not at fault in the way it sought medical assistance after the fall, in line with Mr Z's wishes. The care provider's record keeping was poor and this is fault. It has already taken action to address this through staff training. The care provider has agreed to apologise to Mrs X and Ms Y and make a payment to acknowledge the uncertainty and distress caused to them by the poor records.

  • Cumbria County Council (20 003 857)

    Statement Upheld Domiciliary care 11-Mar-2021

    Summary: We will not investigate Ms B's complaint about the Councils failure to provide care and support when requested. This is because the Council has apologised for the failings in this case and advised Ms B it has restructured its short-term care team to minimise the risk of a similar occurrence. It is unlikely further investigation could add to this or make a different finding.

  • Norfolk County Council (20 004 018)

    Statement Upheld Domiciliary care 04-Mar-2021

    Summary: Ms X complained about the care and support provided to her father Mr Y by a Council commissioned care provider and that the Council failed to notify her when the care provider gave notice to terminate the contract. There was no fault in the care provided or in the way the care provider responded to Ms X's concerns. The care provider was at fault when staff failed to complete daily records on four occasions and when a member of staff made an inappropriate comment to Mr Y. It has already taken action to prevent this recurring. The Council was at fault for not informing Ms X the care provider had terminated the contract. The faults caused Ms X and Mr Y distress and meant Ms X had to care for Mr Y when there was a gap in care provision. The Council has agreed to apologise and make payments to Ms X and Mr Y to acknowledge the impact of the faults.

  • Royal Borough of Windsor and Maidenhead Council (19 014 898)

    Statement Upheld Domiciliary care 04-Mar-2021

    Summary: We have found fault in the way the Council carried out a safeguarding investigation into the care that the Agency provided, fault in the way the Council decided the care plan and fault in the care the Agency provided. The Council has agreed to apologise to the family and pay them £1,000 for the distress they suffered in addition to the £1,000 reduction in the fees the Council has already offered.

  • London Borough of Hackney (19 019 134)

    Statement Upheld Domiciliary care 03-Mar-2021

    Summary: the complainant complained the Council failed to properly supervise and provide suitable home care for her father causing distress. The Council says it followed proper procedures. We found the Council at fault in handling the concerns raised.

  • Excell Home Care Limited (20 002 593)

    Statement Upheld Domiciliary care 02-Mar-2021

    Summary: The investigation into this complaint will be discontinued. The care company has now offered to waive all outstanding charges, and refund Mrs Y the retainer fee she paid

  • Agincare UK Limited (19 020 058)

    Statement Upheld Domiciliary care 25-Feb-2021

    Summary: The care provider failed to keep records as is required. It also failed to properly investigate the complaint into this matter and to implement the recommendations made in its response. In recognition of the injustice caused by these failings we recommended the care provider refunds Mr Y's care costs for the month prior to his death, apologises to his family, amends its procedures and reminds its staff of the conduct it expects from them. The care provider agreed.

  • Classic Home Care Services Limited (20 003 594)

    Statement Not upheld Domiciliary care 17-Feb-2021

    Summary: Ms Y complained on behalf of a relative, Mrs Z, about Classic Home Care Services (CHCS) Limited which provided privately-arranged care at home. Ms Y complained the level of care was increased unnecessarily and without consideration of affordability. Ms Y also complained that CHCS failed to inform her about matters relating to Mrs Z's care. We found no evidence the actions of the care provider were at fault causing injustice to Mrs Z.

  • 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.

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