Sandwell Metropolitan Borough Council (22 010 785)

Report Upheld Residential care 17-Nov-2023

Summary: Ms X complained the Council failed to offer a nursing home suitable for Mrs Z’s cultural needs. She said because of this Mrs Z has suffered hair, diet and skin issues caused by the Council’s commissioned care provider, Newbury Manor nursing home. Ms X said this has caused her and Mrs Z significant distress.

Welford Bidco 5 Limited (23 000 522)

Statement Upheld Residential care 24-Oct-2023

Summary: Mr Y complains about the Care Provider’s failure to seek timely medical treatment for his wife, Mrs Y, when she had a period of illness in November 2022. We find some delay by the Care Provider which was, in part, caused by poor written records and a lack of handover between staff members. We also find the Care Provider provided conflicting information about Mrs Y’s need for hourly checks through the night. The Care Provider has agreed to complete the actions listed at the end of this statement.

Surrey County Council (21 009 849)

Statement Upheld Residential care 24-Oct-2023

Summary: There was a delay in authorising the use of a lap belt for Ms Y who lives in a care home and miscommunication by the Council about the issue. This was fault causing Ms Y avoidable distress and time and trouble. The Council has already taken action to minimise the chance of recurrence. It will also apologise and make payments set out in this statement.

Blackpool Borough Council (22 013 643)

Statement Closed after initial enquiries Residential care 23-Oct-2023

Summary: We will not investigate Mrs X’s complaints about Blackpool Borough Council and Lancashire and South Cumbria NHS Foundation Trust. We do not consider an investigation by the Ombudsmen could add to previous investigations by those organisations.

Hertfordshire County Council (23 007 267)

Statement Closed after initial enquiries Residential care 22-Oct-2023

Summary: We will not investigate this complaint about adult social care in a nursing home. It is unlikely we could add to the Council’s investigations or achieve any different outcome.

Bupa Care Homes (BNH) Limited (23 008 879)

Statement Closed after initial enquiries Residential care 22-Oct-2023

Summary: We will not investigate this complaint about care provided to Mr B during his stay in a care home. This is because further investigation could not add to the Care Provider’s response or make a different finding of the kind Mr C wants.

London Borough of Lambeth (23 005 063)

Statement Closed after initial enquiries Residential care 18-Oct-2023

Summary: We will not investigate Ms X’s complaint about events prior to her mother’s death in 2007. This is because there is no realistic prospect of us being able to investigate the matter now. Also, part of the complaint lies outside our jurisdiction because it is late.

Mayflower Care Home (Northfleet) Ltd (23 008 750)

Statement Closed after initial enquiries Residential care 18-Oct-2023

Summary: We will not investigate this complaint about adult social care in a residential care home. The Care Provider has investigated, accepted where it went wrong, and acted to prevent future problems. It is unlikely the Ombudsman could achieve anything further.

The Avenue Care Home (Bradford) Limited (23 004 141)

Statement Upheld Residential care 15-Oct-2023

Summary: Mr X complains the Avenue Nursing Home failed to look after his father properly, resulting in him injuring his head. He also complains the Council failed to deal properly with the safeguarding concerns about his father’s injury. While the Nursing Home was not responsible for his father’s injury, it did not handle the incident properly and its records are not entirely accurate. This resulted in a loss of trust and has made it difficult to find out what happened. The care provider needs to apologise and improve its record keeping. There was no fault by the Council over its handling of the safeguarding concerns.

Darlington Borough Council (23 008 188)

Statement Upheld Residential care 15-Oct-2023

Summary: We will not investigate this complaint about poor care provided to Mr X’s mother by her care home. This is because the Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.