Care UK Community Partnerships Limited (24 012 889)

Statement Upheld Residential care 01-Apr-2025

Summary: Ms X complained about poor care in a care home including about a failure to ensure she had all her medicines and a failure to apply a device to reduce swelling after surgery. We upheld the complaint. The Care Provider will apologise and make a symbolic payment to reflect the avoidable distress and confusion.

Devon County Council (24 016 519)

Statement Closed after initial enquiries Residential care 01-Apr-2025

Summary: We will not investigate Mrs X’s complaint about the care and support provided to her late mother by her care home. This is because there is insufficient evidence of fault. In addition, an investigation would not lead to any further findings or worthwhile outcomes.

Stoke-on-Trent City Council (24 008 275)

Statement Upheld Residential care 31-Mar-2025

Summary: Ms X complained about the standard of care her mother Mrs Y received when the Council organised respite care at The Old Vicarage Nursing Home. We find the Council at fault regarding the way the care provider managed a cyst on Mrs Y, and subsequently investigated Ms X’s concerns. This caused injustice in the form of distress and frustration. We recommend the Council apologises and makes a symbolic payment.

North Yorkshire Council (24 017 338)

Statement Closed after initial enquiries Residential care 30-Mar-2025

Summary: We will not investigate Mrs X’s complaint the Council misled her sister into thinking she would be moving to a care home. This is because an investigation would not lead to any worthwhile outcomes. In addition, we are not likely to find fault.

Avery Homes Grove Park Limited (24 015 525)

Statement Closed after initial enquiries Residential care 30-Mar-2025

Summary: We will not investigate this complaint about the standards of care and level of service the complainant received while in residential care. This is because there is insufficient evidence of any actions by the Care Provider having causing the complainant to suffer a significant and personal injustice.

Heathfield Care Homes Limited (23 020 500)

Statement Upheld Residential care 30-Mar-2025

Summary: Mrs B complains about the care home’s delay in calling an ambulance for her mother and says her mother suffered dehydration and pressure sores because of the care home’s failures in care. We have not found fault in the way the care home decided to call an ambulance or its provision of liquids when Mrs B’s mother was taken to the hospital. However, there was fault in the way the care home assessed the risk of pressure sores and its care planning in this respect. The Home has agreed to apologise and carry out a service improvement.

Tameside Metropolitan Borough Council (24 002 863)

Statement Upheld Residential care 28-Mar-2025

Summary: Miss B complains about the care provided to her grandmother at a care home. She says there was poor hygiene, there were inaccurate records, her grandmother’s nutritional needs were not met and the Home did not fully respond to her complaint. We have found that there was poor record keeping in certain areas, there was an incident of poor hygiene in the room and the Home did not address all the complaints. The Council has agreed to apologise, pay a small financial remedy and carry out a service improvement.

Royal Borough of Greenwich (24 010 673)

Statement Upheld Residential care 28-Mar-2025

Summary: Miss X complained about how a care home commissioned by the Council managed Ms Y’s care. We find the care home failed to keep complete records, causing uncertainty to Miss X. The Council has agreed to apologise, make a payment to recognise the uncertainty caused and act to prevent recurrence.

Sefton Metropolitan Borough Council (24 018 242)

Statement Closed after initial enquiries Residential care 26-Mar-2025

Summary: We will not investigate this complaint about adult safeguarding. It would be reasonable to allow the Council to conclude its safeguarding investigation.

Anchor Hanover Group (24 008 454)

Statement Upheld Residential care 26-Mar-2025

Summary: Mrs W complains about the care provided to her father, Mr Y, during the time he was resident at Nelson Lodge care home. The home has already upheld some parts of the complaint. In our view, the home also failed to properly assess and manage Mr Y’s risks, and did not act upon guidance given by medical professionals about the management of an ongoing skin condition. The remedy already offered by the home is appropriate and we do not recommend anything further for Mr Y. However, the home will acknowledge the uncertainty caused to Mrs W with a symbolic payment of £250.