MMCG (2) Limited (24 003 546)

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.

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.

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.

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.

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.

Runwood Homes Limited (23 016 433)

Statement Upheld Residential care 01-Aug-2024

Summary: Mrs S complained about the care provided to her husband by Runwood Care Homes. We found the Care Home at fault. The Care Home has agreed to apologise to Mrs S and make improvements to avoid a repeat of the fault identified.

Care UK Community Partnerships Limited (23 016 919)

Statement Upheld Residential care 01-Aug-2024

Summary: We upheld complaints about mouthcare and spectacles. The Care Provider accepted our recommendations to apologise and make changes to record-keeping.

London Borough of Hounslow (23 014 371)

Statement Upheld Residential care 30-Jul-2024

Summary: Mrs Y complained about the way the Council supported her late relative Mr X with his finances and other affairs. The Council was not at fault for not involving Mrs Y in Mr X’s finances or in the support it provided to Mr X for arranging a solicitor. It was at fault for delay in actioning Mr X’s request that it support him with his finances but this did not cause a significant injustice. The Council was at fault for the delay in responding to Mrs Y’s complaint for which it has already apologised.

Leicestershire County Council (23 015 739)

Statement Upheld Residential care 29-Jul-2024

Summary: Ms B says the Council failed to put in place sufficient support to enable her to return home from respite, delayed making those arrangements, failed to carry out mental capacity assessments properly, misled her family about what it was doing and failed to consider a complaint properly. There is no fault in the way the Council arranged the care provision at home. The Council failed to share important information with Ms B and her family, failed to properly advise her and failed to consider a complaint properly. An apology, payment to Mrs C and a reminder to officers is satisfactory remedy.

Pendlebury Care Homes Limited (23 020 365)

Statement Not upheld Residential care 29-Jul-2024

Summary: There is no evidence to show Mrs X was provided with poor care in a residential care home.