Windsor Clinical and Home Care Services Group Ltd (19 007 370)
Category : Adult care services > Other
Decision : Closed after initial enquiries
Decision date : 19 Sep 2019
The Ombudsman's final decision:
Summary: The Ombudsman will not investigate Mr X’s complaint about the care provider’s response to his concerns. This is because Mr X is not a service user and so the complaint is outside our jurisdiction.
The complaint
- Mr X complains about how the care provider has dealt with his concerns about an incident involving his wife. Mr X’s wife previously worked for the care provider. The incident involving Mr X’s wife was captured on CCTV.
The Ombudsman’s role and powers
- 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 the action has not caused injustice to the person who complained. (Local Government Act 1974, sections 34B(8) and (9))
How I considered this complaint
- I considered Mr X’s complaint to the Ombudsman and the information he provided.
What I found
- Mr X’s wife was employed by the care provider. An incident involving Mr X’s wife was captured on CCTV. Mr X is unhappy with how the care provider has dealt with his concerns about the incident.
- Since October 2010, the LGSCO has had the power to investigate complaints from people who “arrange and fund” their own care about adult social care providers, who are carrying out regulated activities (activities which are, or can be, registered by the Care Quality Commission).
- I understand Mr X is concerned about the care provider’s actions. But Mr X is not a service user of the care provider. He does not “arrange and fund” his own care. Also, any injustice to Mr X, flows from the incident captured on CCTV – not the actions of the care provider. An investigation by the Ombudsman is not therefore appropriate.
Final decision
- The Ombudsman will not investigate Mr X’s complaint. He is not a service user and so the complaint is outside our jurisdiction.
Investigator’s final decision on behalf of the Ombudsman
Investigator's decision on behalf of the Ombudsman