Residential care


Recent statements in this category are shown below:

  • Nottinghamshire County Council (20 006 509)

    Statement Upheld Residential care 23-Feb-2021

    Summary: We have discontinued our investigation into Mr X's complaint about the Councils decision to recover the outstanding care fees for his relative Mr Y. The Council has offered to waive the outstanding care fees which remedies any injustice caused.

  • Athena Healthcare (Park Road) Limited (19 018 572)

    Statement Upheld Residential care 23-Feb-2021

    Summary: Mr and Mrs X complained the care provider overcharged them for nursing care Mr X did not require. It has refunded the charges as a goodwill gesture but not accepted it wrongly charged them. The care provider was at fault. It did not inform Mrs X about differing care rates and there is no evidence Mr X had nursing needs. It should have charged Mr X at its residential rate. Mr X has since died, but the care provider should accept its mistake and apologise to Mrs X. It should pay her £250 to acknowledge the lost interest and uncertainty and distress caused by the overpaid charges and review its procedures. It should also carry out a review to see if others were affected by this fault and reimburse anyone overcharged.

  • Dudley Metropolitan Borough Council (19 018 885)

    Statement Upheld Residential care 22-Feb-2021

    Summary: Mrs W complained to us about the residential care the Council arranged for her late husband. We found there were several shortcomings with the support Mr W received, which would have been distressing for him as Mrs W. The Council has agreed to apologise and pay a financial remedy to Mrs W for the distress she experienced.

  • Haversham House Limited (20 000 752)

    Statement Upheld Residential care 16-Feb-2021

    Summary: Ms C complained on behalf of her father that care provided to him by Haversham House Limited was unsafe. Ms C complained that her father was neglected and suffered mental and physical distress. We found fault by the care provider in some aspects of his care. An apology has been agreed to acknowledge the resultant injustice.

  • Bury Metropolitan Borough Council (20 001 367)

    Statement Not upheld Residential care 16-Feb-2021

    Summary: There was no significant fault in the Council's handling of a safeguarding enquiry. For this reason, we have completed our investigation.

  • Bupa Care Homes (CFC Homes) Limited (19 011 992)

    Statement Upheld Residential care 16-Feb-2021

    Summary: Mrs Y complains about the care provided to her late mother, Mrs X, in a nursing home in the way she was moved and handled during an assessment. Mrs Y says this caused Mrs X and the family distress. The Ombudsman finds fault in the Care Provider's actions which caused injustice. The Care Home has agreed to apologise to Mrs Y, make a payment to her to acknowledge the impact of its fault, share this statement with its complaints team for learning, and arrange up-to-date manual handling training for staff.

  • Avery Healthcare Group (20 000 896)

    Statement Upheld Residential care 12-Feb-2021

    Summary: Mr X complained about the care provided to his late mother, Mrs Y, at Darwin Court Care Home. There was no fault in the personal care provided to Mrs Y or in the way the care provider investigated an allegation she was assaulted. There was fault when it moved Mrs Y to a high dependency dementia unit without involving relatives and in its failure to clearly explain how funded nursing care affected the care fees. Mrs Y was not overcharged for her care but the care provider has agreed to apologise to Mr X and pay him £200 to acknowledge the distress and uncertainty caused by these faults. It has also agreed to review its procedures to prevent these faults recurring.

  • Heathbrock Limited (20 001 241)

    Statement Not upheld Residential care 09-Feb-2021

    Summary: Mrs X complained about the actions of Heathbrock Limited Care Provider who provided respite care for her husband. The Care Provider was at fault when it failed to provide Mrs X with written confirmation of additional costs associated with providing her husband with one to one care. The Care Provider has agreed to make procedural changes to prevent a reoccurrence.

  • Smartmove Homes Limited (19 019 946)

    Statement Upheld Residential care 05-Feb-2021

    Summary: Mr H complains the care provider has delayed repaying overpaid care home fees. He is the executor of his uncle's estate and has been trying to resolve the issue for many months. The Ombudsman's view is the care provider did delay responding to Mr H. Although this delay was not the reason for the confusion about how much they owe, it was avoidable. It led to unnecessary time and trouble and frustration for Mr H. The care provider has agreed to apologise.

  • Kent County Council (20 008 671)

    Statement Upheld Residential care 05-Feb-2021

    Summary: Mr H complains the Council gave him incorrect information about how it was dealing with payments to his uncle's care provider. We uphold the complaint. Our view is the Council did give confusing advice and did not respond to Mr H's contacts seeking to resolve the issue. The Council has agreed to our suggested remedy.

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