Residential care


Recent statements in this category are shown below:

  • Hampshire County Council (18 005 841)

    Statement Upheld Residential care 14-Jan-2019

    Summary: Mr S complained about the quality of care provided to his late father, Mr X, at the Council commissioned care home. The care provider was at fault when it failed to ensure Mr X's sensor mat was always in position, Mr X was dressed in the wrong or dirty clothes and staff left dirty crockery in his room. The care provider also failed to advise the Council of the complaint so Mr S did not have recourse to the Council's complaints procedure. The care provider has made a charity donation and made some service improvements to address the faults identified, which is an appropriate remedy, and it should provide the Ombudsman with evidence it has done this. It should also review its complaints procedure.

  • Barchester Healthcare Homes Limited (18 000 419)

    Statement Upheld Residential care 14-Jan-2019

    Summary: Barchester Healthcare Homes Limited acknowledged that it had not handled a complaint about its resident's care well and should have addressed issues earlier. It has now made improvements and continues to monitor how it meets the complainant's needs. The Provider did not consider the time and trouble it had put the complainant's representative to. It has agreed to apologise to the representative and pay her £150 in recognition of the impact on her.

  • Private Medicare Limited (18 008 713)

    Statement Upheld Residential care 11-Jan-2019

    Summary: Mrs B complains about the way the care home handled the ending of her mother's residence in a care home. She says that it affected her mother's well-being, her abilities declined and she had to move to another care home. The home failed to provide and retain a copy the contract, to inform the family of the emerging concerns about Mrs C's mental health, to provide proper notice of the termination of the contract and there were errors in the complaint handling. The care provider will, within a month of this decision, apologise to Mrs B for these failings.

  • Saga Group Ltd (18 007 298)

    Statement Upheld Residential care 10-Jan-2019

    Summary: Ms X complained that a carer introductory agency supplied an unsuitable carer for her mother Mrs Y. The agency complied with the terms and conditions of its agreement with Ms X in supplying the carer. It should have provided written confirmation of the arrangement. Its apology and offer to waive seven days of agency fees are an appropriate remedy for injustice caused.

  • Diva Care Limited (18 004 340)

    Statement Upheld Residential care 08-Jan-2019

    Summary: There was a lack of clarity on the care provider's part in drafting the contract for Mrs X which led Mr X to believe it would refund the backdated Funding Nursing Care (FNC) payments. The care provider should reimburse the payments as the original signed contract said.

  • Revitalise Respite Holidays (18 002 187)

    Statement Upheld Residential care 07-Jan-2019

    Summary: The care provider failed to provide proper care to Mr X, who returned home from respite with a serious pressure sore. There was also a failure to understand and implement the requirements of the Mental Health Act. The care provider will now put in place further staff training about mental capacity. In addition to the refund of fees already provided the care provider will offer an additional £500 to Mr and Mrs X to recognise the significant distress they suffered.

  • Care South (18 004 455)

    Statement Upheld Residential care 02-Jan-2019

    Summary: Ms B complained about the care of her father Mr C by Care South in one of its homes prior to his death. She also complained about the loss of some of his records and the failure to provide information about the care given. There was fault by Care South in its record keeping and in the failure to properly answer Ms B's request.

  • Derbyshire County Council (17 013 650)

    Statement Upheld Residential care 19-Dec-2018

    Summary: The complaint is about Ms B's care in a nursing home. There was fault in the nursing home's care planning and record keeping, but we do not conclude this caused either of her falls or the infection following the first fall. The Council delayed in responding to the complaint and this is fault. The nursing home has already refunded notice payments which is a partial remedy. The Council accepts our recommendation to apologise for the delay in responding to the complaint and to visit the nursing home to check the care records of those residents it funds.

  • Care UK Community Partnerships Limited (18 004 649)

    Statement Not upheld Residential care 18-Dec-2018

    Summary: Mrs X complains that the Care Provider did not respond appropriately when Mrs Y had a stroke. Mrs X says this delayed treatment and Mrs Y lost her ability to walk, her continence and her swallow as a result. The Ombudsman finds the Care Provider did not cause injustice.

  • Norfolk County Council (18 000 389)

    Statement Upheld Residential care 18-Dec-2018

    Summary: There is no evidence of fault by Norfolk County Council in its handling of, and decisions related to, Mr Y's move into a residential care home following admission to hospital in late 2017. Its handling of her complaint was poor however and the Council will take action to recognise the injustice this cause Ms X and ensure that its handling of future complaints is sufficiently thorough and timely.

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