Summary: The Ombudsman will not investigate this complaint about the Care Home. This is because the general matters raised are best addressed by another body such as the CQC and/or the local safeguarding unit.

The complaint

1. The complainant, who I shall refer to as Ms X, raises concerns about users at the care home apparently wondering about the streets sometimes late at night.

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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 there is another body better placed to consider this complaint. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

3. I have considered the complaint information and spoken to the complainant. I have checked the website of the CQC (Care Quality Commission) which says the care home looks after ‘long stay’ mental health patients some of whom can leave the premises.
4. Ms X has no personal connection to the care home. However, she is concerned about some of the care home users wandering about the streets and at night in a vulnerable state.
5. We will not investigate as Ms X is not suffering any personal injustice by any alleged fault by the Care Home. Her complaint is best addressed by the CQC as the health care regulator. And/or the local Council’s safeguarding unit who can consider if the Care Home is adhering to safeguarding protocols.

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Final decision

6. The Ombudsman will not investigate as other bodies are best placed to consider.

Investigator’s final decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman