Residential care


Recent statements in this category are shown below:

  • The Orders Of St. John Care Trust (24 000 226)

    Statement Closed after initial enquiries Residential care 04-Jun-2024

    Summary: We will not investigate this complaint from Mrs X complaining the Care Home failed to refer her late relative for a ‘fast track’ Continuing Health Care assessment promptly. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Care Home has provided a remedy in line with our Remedies guidance, and we are unlikely to add anything more.

  • Evergreen Care Services Ltd (23 011 315)

    Statement Upheld Residential care 04-Jun-2024

    Summary: Miss P complained the Care Provider mishandled her complaints and service feedback and failed to act on issues she raised. Miss P also complains the Care Provider was in breach of the contract when it served an eviction notice in response to her complaints and feedback. We have found the Care Provider acted with fault which caused Miss P injustice.

  • London Borough of Richmond upon Thames (23 021 411)

    Statement Closed after initial enquiries Residential care 03-Jun-2024

    Summary: We cannot investigate this complaint about the quality of care Mr X’s late mother received in a care home. This is because it was arranged by the National Health Service not the Council.

  • Black Swan International Limited (24 000 128)

    Statement Closed after initial enquiries Residential care 03-Jun-2024

    Summary: We will not investigate this complaint about fee increases and care planning for privately arranged residential adult social care. This is because investigation is unlikely to lead to a different outcome. On our ordinary reading the Care Provider has acted in line with its contract. A court would need to decide if the Care Provider has breached its contract. There is no evidence the Care Provider is not meeting the care needs of its resident.

  • United Care (North) Ltd (23 004 653)

    Statement Upheld Residential care 02-Jun-2024

    Summary: Mr Y’s personal care was not in line with his preferences and did not respect his dignity, particularly on the day of a video call with his relative Ms X who has complained to us. Mr Y has now died and so we will not remedy his injustice. Within one month of my final decision, the Care Provider should apologise to Ms X for her avoidable distress. Its apology should be in line with our published Guidance on Remedies.

  • Lancashire County Council (23 013 836)

    Statement Upheld Residential care 29-May-2024

    Summary: Mrs E complained about the actions of a Care Provider (Elm House (UK) Ltd) when it provided care to her late father on behalf of the Council. We upheld the complaint, finding several faults in the Care Provider’s service. These included that it failed to allow Mrs E’s father back to its care home after he attended hospital following a fall. The Council was also at fault for not challenging this action, despite knowing about it. These faults caused Mrs E and her brother distress, which it has agreed to remedy. It has also agreed to make service improvements to help avoid a repeat of these faults.

  • Bristol City Council (24 000 487)

    Statement Closed after initial enquiries Residential care 28-May-2024

    Summary: We will not investigate Mrs X’s complaint about the provision of care to her late relative in a Care Home. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. Mrs X’s complaint is the subject of an ongoing safeguarding investigation, so it is too early for the Ombudsman to intervene.

  • City of Bradford Metropolitan District Council (23 020 887)

    Statement Upheld Residential care 23-May-2024

    Summary: We will not investigate this complaint about adult social care in a residential care home. This is because it is unlikely that we could add to investigations already undertaken by the Care Provider and the safeguarding authority. It is unlikely an Ombudsman investigation would lead to a different outcome.

  • Staffordshire County Council (23 021 052)

    Statement Closed after initial enquiries Residential care 20-May-2024

    Summary: We will not investigate this late complaint about a care provider’s actions, including alleged poor record-keeping and communication. There is not a good reason for the delay in the matter being brought to the Ombudsman.

  • Derby City Council (23 021 023)

    Statement Closed after initial enquiries Residential care 20-May-2024

    Summary: We will not investigate Mr X’s complaint about the standard of care provided to his mother by Company A, a Council-commissioned care provider. Company A has investigated Mr X’s concerns, upheld parts of the complaint and apologised. It is unlikely further investigation would lead to a different outcome.

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