Summary: We will not investigate this complaint about how an introductory care agency dealt with concerns about a care worker it supplied. Further investigation would not lead to a different outcome.

The complaint

1. Mr X complained an introductory care agency (the Agency) did not deal with his concerns about a care worker it supplied properly. He said the Agency downplayed an incident that happened. Mr X wants the Agency to provide a full apology setting out why its handling of the incident was wrong.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers and decide whether their actions have caused an injustice, or could have caused injustice, to the person making the complaint. I have used the term fault to describe such actions. (Local Government Act 1974, sections 34B, 34C and 34H(3 and 4) as amended)
3. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by the complainant and the Agency.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Introductory care agencies provide care workers to clients. The carer workers are employed directly by the people who receive care, or by their representatives. We cannot investigate the actions of individual care workers because they are not within our jurisdiction. However, we can consider how the Agency responded to Mr X’s complaint about the incident.
7. In the Agency’s complaint response, it set out what steps it took after it learnt of the incident between Mr X and his care worker. Although Mr X is unhappy with the Agency’s response, it has provided reasons for its actions. It apologised where it identified failings in telephone communication. Further investigation by the Ombudsman will not lead to a different outcome.

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Final decision

8. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman