Statement Not upheld Residential care 03-Aug-2021
Summary: Mrs F complained that her mother, Ms G, received inadequate respite care, did not receive a contract and has not been adequately refunded for the fees paid for a four week stay. Mrs F says this caused Ms G distress, financial hardship and has put her to the time and trouble of making a complaint. We find the Care Provider did not obtain a signed contract on admission but its actions did not cause a significant injustice to Ms G.
Statement Upheld Residential care 30-Jul-2021
Summary: Mr B has made a complaint on behalf of Mr D who, for a time, was in residential care. Mr B says the Care Provider increased Mr D's care fees without giving any information with respect to costs. He says this meant Mr D's joint lasting power of attorneys could not make an informed decision whether they wished for the care to continue. The Ombudsman has identified fault with respect to the information given by the Care Provider, as well as how it implemented the changes. We have therefore recommended a number of remedies to address the injustice.
Statement Not upheld Residential care 29-Jul-2021
Summary: Mr C complained about the standard of care his wife received while in the Old Rectory Care Home. We did not find fault with the Care Provider's actions.
Statement Not upheld Residential care 28-Jul-2021
Summary: Mr D complained about the Council's intentions to move his brother to a different care setting. He said this would cause distress and would not meet his brother's care needs. We have discontinued our investigation into this complaint. This is because the Council has not made a decision and there has been no change to Mr D's brother's care. There is therefore no injustice to consider.
Statement Upheld Residential care 22-Jul-2021
Summary: The care provider did not provide good enough care and treatment to the late Mr X while he was resident at the care home. It failed to provide food in a way he could easily consume it and failed to administer medications properly in accordance with its own assessment. The care provider will review the way it monitors food intake and the action it takes on the results. It will apologise to Mr X's family and offer a payment in part waiver of its fees and in recognition of the distress its failings caused.
Statement Upheld Residential care 12-Jul-2021
Summary: Mrs X complained about the care commissioned by the Council when her late father, Mr Y had a respite stay at Cedar Court. She said the Care Provider did not prevent Mr Y from having several falls and did not take medical advice when he had chest pains. She also said it did not tell Mrs Y about the falls or chest pain and took too long responding to her complaint. She says this caused them significant distress. We found the Care Provider failed to keep Mrs Y informed about the falls, chest pain and progress with her complaint. This put Mr Y at a significantly increased risk of harm. I do not find fault by the Care Provider in the action it took to prevent falls or the way it dealt with the chest pain. The Council has agreed to apologise and arrange to reimburse Mr Y's estate with 50% of his fees. It has also agreed to take action to ensure the Care Provider's practice, and its own, avoids similar failings in future.
Statement Upheld Residential care 05-Jul-2021
Summary: Mr P has complained about the Council's responsiveness to a failing care home which cared for his late mother (Mrs H). He also complains about the way the Council transferred Mrs H to another care home. The Ombudsman has not found fault with how the Council responded to failings at the home but has with Mrs H's transfer. This caused Mr P an injustice and so we have recommended a small financial remedy be paid.
Statement Upheld Residential care 01-Jul-2021
Summary: Mr and Mrs B complained that Mr B received inadequate care during a respite placement. We found the care provider failed to provide an adequate service to Mr B causing him avoidable harm and the distress and inconvenience of an overnight hospital stay. This also caused Mrs B avoidable distress. We also find the care provider failed to keep full and accurate records about Mr B. To remedy the injustice caused, the care provider has agreed to make a payment to Mr and Mrs B.
Statement Upheld Residential care 29-Jun-2021
Summary: Mr X complains Haythorne Place care home, where the Council placed his mother, Mrs Y, failed to look after her properly during the first COVID-19 lockdown before her death in May 2020. Haythorne Place's records of the care provided for Mrs Y are inadequate, which leaves doubt over whether it was meeting all her needs properly. The Council should apologise to Mr X and Mr Y for the unnecessary distress this has caused them.
Statement Upheld Residential care 17-Jun-2021
Summary: There were multiple failures in the late Mrs Y's care at a council-funded care home, including an avoidable serious deep tissue injury. The council needs to apologise and make her daughter Mrs X a symbolic payment to reflect her avoidable distress. The council will take action described in this statement to minimise the chance of recurrence.