Residential care


Recent statements in this category are shown below:

  • Habilis Operations Limited (18 003 526)

    Statement Not upheld Residential care 20-May-2019

    Summary: The care provider called for medical attention promptly when the late Mrs X fell, and acted on the advice given. The care provider should have called Mrs F to inform her of the first fall in line with its policy but has apologised for that omission.

  • St Thomas Nursing Home (17 017 831)

    Statement Upheld Residential care 17-May-2019

    Summary: Mrs P complained that after she asked a care home to call a GP to see her mother Mrs D, a GP did not visit and Mrs D died prematurely as a result. The Ombudsmen find that the care home failed to monitor Mrs D's condition and seek medical attention as it should have done. The GP practice failed to respond properly to contacts from the care home about Mrs D. The Ombudsmen cannot say what impact this had on Mrs D, but the distress and uncertainty caused by this are an injustice to Mrs P. They recommend action to put this right.

  • Barchester Healthcare Homes Limited (17 017 831)

    Statement Upheld Residential care 17-May-2019

    Summary: Mrs P complained that after she asked a care home to call a GP to see her mother Mrs D, a GP did not visit and Mrs D died prematurely as a result. The Ombudsmen find that the care home failed to monitor Mrs D's condition and seek medical attention as it should have done. The GP practice failed to respond properly to contacts from the care home about Mrs D. The Ombudsmen cannot say what impact this had on Mrs D, but the distress and uncertainty caused by this are an injustice to Mrs P. They recommend action to put this right.

  • Mission Care (18 011 323)

    Statement Upheld Residential care 17-May-2019

    Summary: The complainant says the Care Provider caused an injustice by failing to offer the care expected under its contract. The Care Provider says it accepts the service fell short of the standard expected but believes its refund addresses the failings. The Ombudsman finds the Care Provider caused an injustice and recommends a remedy which the Care Provider has accepted.

  • The Orders Of St. John Care Trust (18 013 312)

    Statement Upheld Residential care 16-May-2019

    Summary: Mrs X complained the care provided to her father Mr Y by Mayott House supported living was inadequate and neglectful. There were failings in management, leadership and care that had a significantly negative impact on Mr Y's care. The care provider has waived fees for Mr Y's stay. It has agreed our recommendations to also pay Mrs X £750 as a token remedy for distress caused by the faults. It has also agreed to send Mrs X and us a summary of actions taken to learn from the complaint.

  • Foxley Lodge Care Ltd (18 012 216)

    Statement Upheld Residential care 13-May-2019

    Summary: Mr X complains that the Care Provider asked for a lump sum because it had not increased Mrs Y's fees for two years. It then asked for a 25% increase although the contract allowed for only 5% and threatened to give notice if Mrs Y did not pay. The Ombudsman finds the Care Provider caused Mr X injustice and should stop asking for the increase and withdraw the threat of notice.

  • Hampshire County Council (18 006 292)

    Statement Upheld Residential care 13-May-2019

    Summary: Mr & Mrs X complain the Council failed to deal properly with their son's placement at Care Home B, resulting in the placement breaking down and significant inconvenience to them. The Council failed to ask the Care Provider to sign a new contract and failed to take action which may have prevented the dispute over fees from escalating. The Council needs to apologise and pay financial redress.

  • Doncaster Metropolitan Borough Council (18 008 228)

    Statement Upheld Residential care 09-May-2019

    Summary: The Council offered an appropriate placement for Mr X where his needs could be assessed for his long-term care. Ms K and Ms H chose instead to move him to a care home out of area before the Council could assess him or contract for his care at a suitable home.

  • Blackpool Borough Council (18 009 249)

    Statement Upheld Residential care 08-May-2019

    Summary: Ms X complains a care home failed to meet her grandmother's care needs and placed her at considerable risk. Ms X also complains the Council failed to carry out a proper safeguarding investigation, and did not follow proper process. And she is concerned about failings in the Deprivation of Liberty Safeguards process. The failings in the level of care provided to Mrs Y and in the DoLS process amount to fault causing an injustice.

  • Anchor Care Homes LTD (18 010 112)

    Statement Upheld Residential care 29-Apr-2019

    Summary: Mr X complained about the Care Provider's communication because it had not let him know his mother's (Mrs Y's) health had worsened. He also complained about its handling of his complaint about this. Sadly, Mrs Y, died during these events. The Ombudsman finds the Care Provider caused Mr X distress, time and trouble. It will apologise and take action to prevent similar problems in future.