Recent statements in this category are shown below:
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Four Seasons Health Care (JB) Limited (23 016 524)
Statement Upheld Residential care 27-Aug-2024
Summary: Miss X complains about the care provided to her deceased partner Mr Y. Park House Care Home ran out of his prescribed antibiotic, he got an infection and three days later sadly died. We found indications of fault; staff did not keep accurate records, so I do not know what happened. We cannot remedy the injustice to Mr Y so we recommended and Four Seasons agreed to apologise, make service improvements and a symbolic payment to remedy the injustice to Miss X.
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Statement Upheld Residential care 27-Aug-2024
Summary: Miss X complains about the care provided to her deceased partner Mr Y. Park House Care Home ran out of his prescribed antibiotic, he got an infection and three days later sadly died. We found indications of fault; staff did not keep accurate records, so I do not know what happened. We cannot remedy the injustice to Mr Y so we recommended and Four Seasons agreed to apologise, make service improvements and a symbolic payment to remedy the injustice to Miss X.
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Lincolnshire County Council (24 002 781)
Statement Closed after initial enquiries Residential care 26-Aug-2024
Summary: Mr X complains about the way the Nursing Home cared for his mother, Mrs Y, and her belongings. We will not investigate this complaint because the organisation has already admitted fault in several areas of Mrs Y’s care. It has apologised, made service improvements, and trained its staff to ensure the faults do not happen again. It has also accepted it has lost one of her rings. Further investigation by the Ombudsmen would not achieve anything more.
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Homer Lodge Nursing Home (24 002 781a)
Statement Closed after initial enquiries Residential care 26-Aug-2024
Summary: Mr X complains about the way the Nursing Home cared for his mother, Mrs Y, and her belongings. We will not investigate this complaint because the organisation has already admitted fault in several areas of Mrs Y’s care. It has apologised, made service improvements, and trained its staff to ensure the faults do not happen again. It has also accepted it has lost one of her rings. Further investigation by the Ombudsmen would not achieve anything more.
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Cheriton Care Centre Ltd (24 005 033)
Statement Closed after initial enquiries Residential care 22-Aug-2024
Summary: We will not investigate this complaint about an adult social care short stay in a care home. This is because we are satisfied with the actions the Care Provider has taken, and it is unlikely an Ombudsman investigation would achieve anything further. The Care Provider has apologised for failures in communication, offered to refund for lost items, and spoken with staff to improve future service.
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Statement Closed after initial enquiries Residential care 19-Aug-2024
Summary: We will not investigate this complaint about the care someone received in a care home or the information provided to their representative. This is because it does not meet the tests in our Assessment Code; there is not enough evidence of fault in the provider’s actions or of significant injustice to the person, and we could not likely resolve any dispute about what happened so the matter does not warrant us investigating.
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New Care Nottingham (Opco) Limited (23 016 681)
Statement Upheld Residential care 18-Aug-2024
Summary: Ms G complained about the care and support provided to her late father, Mr D by the Care Provider. We found fault with the Care Provider’s record keeping and the accuracy of information it recorded in Mr D’s care records. Some of the care Mr D received fell below the standard he should reasonably have expected. The Care Provider has agreed to our recommendation and will write to Ms G and offer to pay her £7,500 as a symbolic payment to acknowledge the overall injustice caused by the faults. The Care Provider previously apologised and acted to improve.
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Rotherham Metropolitan Borough Council (22 017 954)
Statement Upheld Residential care 12-Aug-2024
Summary: Mr C complains about the actions of a care home. The care home was at fault in the way it restricted Mr C’s visits, in serving notice, and in how it dealt with his complaint. To put things right the Council has agreed to apologise to Mr C for the distress and uncertainty its actions caused, and make him a symbolic payment. It will also act to address the faults particularly how it records decisions and responds to complaints. The Care Provider has agreed to apologise to Mr C and provide staff training.
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Hampshire County Council (24 005 088)
Statement Closed after initial enquiries Residential care 05-Aug-2024
Summary: We will not investigate this late complaint about care provided in a residential home. There is not a good reason for the delay in complaining and we could not carry out a meaningful investigation given the time that has passed since events.
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Stockport Metropolitan Borough Council (23 009 985)
Statement Upheld Residential care 04-Aug-2024
Summary: There was fault by the Council and a care home it commissioned: Mrs Y was deprived of her liberty without an authorisation, there was a failure to involve her attorney in a best interest meeting to decide on a new placement, a complaint response lacked detail and a private contract should not have been issued. This caused avoidable confusion, frustration and distress. The Council will apologise and make symbolic payments. It will also review procedures for assessing cases referred for deprivation of liberty assessments to ensure these take place within the required legal timeframes.