Residential care

Recent statements in this category are shown below:

  • MOP Healthcare Limited (22 001 140)

    Report Upheld Residential care 11-Apr-2024

    Summary: The Local Government and Social Care Ombudsman investigated a complaint about residential services provided to the late Mr X. We found MOP Healthcare Limited: did not properly assess Mr X’s mental capacity after he attempted suicide; failed to process a Deprivation of Liberty safeguard application appropriately; took overly restrictive steps to deprive Mr X of his liberty by continuing 1-1 care despite his social worker and a Community Psychiatric Nurse advising less restrictive measures could be used to maintain his safety; charged Mr X an additional £2,520 a week for the 1-1 care. This meant Mr X was under constant supervision for the last 9 months of his life in Barrowhill Hall Care Home, even when on end-of-life care, due to a flawed capacity assessment. The complainant suffered significant distress and financial loss. The faults could also risk similar restrictions happening to other people.

  • Chetwynd House Care Home Limited (23 010 000)

    Statement Upheld Residential care 04-Mar-2024

    Summary: We upheld some of Mr X’s complaints about his relative Mr Y’s care. Communication with Mr X was poor, particularly around ending the contract. And Mr Y did not receive healthy snacks in line with his nutritional needs. The Care Provider has already taken appropriate action by apologising and offering a payment.

  • Derby City Council (23 000 082)

    Statement Not upheld Residential care 04-Mar-2024

    Summary: Mr D complained about the care and support provided to his late mother, Mrs G, when she was discharged from hospital to a care home. We did not find fault by the Trust or the Council. There was fault in the way the Home recorded Mrs G’s weight and it failed to refer her for a continence assessment. The Home agreed to our recommendations to apologise to Mr D and Mr G and make symbolic payments.

  • Greensleeves Homes Trust (23 008 087)

    Statement Upheld Residential care 01-Mar-2024

    Summary: Mrs X complains about the Care Provider, Greensleeves Homes Trust and its care Home, The Orchards. Mrs X complains about the decision to end Mr Z’s care and how notice to end the care was given by the Care Provider. She says it based the decision on false information and caused Mr Z distress. The Ombudsman finds fault with the Care Provider for its complaint handling and management of communication with Mr Z’s family. The Ombudsman does not find fault with the Care Provider for its decision to end Mr Z’s care or how it gave notice. The Care Provider has agreed to apologise, pay a financial remedy and carry out service improvements.

  • The Croll Group (22 018 202)

    Statement Upheld Residential care 01-Mar-2024

    Summary: Ms X complained about how the care provider has treated her. She said the care provider refused to allow her access to her father’s information and refused to allow her to see him. We find the care provider was at fault for refusing to allow Ms X to see her father. This caused her significant distress. To address this injustice caused by fault we recommend the care provider apologise and make a symbolic payment.

  • Barchester Healthcare (23 008 753)

    Statement Not upheld Residential care 29-Feb-2024


    Summary: We do not uphold Ms X’s complaints about care to her late mother in a care home. Care was in line with Ms Y’s preferences and the home liaised with the GP to ensure Ms Y received healthcare.

  • City of York Council (23 015 981)

    Statement Closed after initial enquiries Residential care 28-Feb-2024

    Summary: We will not investigate this complaint about adult social care in a residential care home. It is unlikely we would add to previous investigations or reach a different outcome. It is for police to investigate whether a missing item was stolen.

  • Barchester Healthcare Homes Limited (23 004 047)

    Statement Upheld Residential care 28-Feb-2024

    Summary: Ms X complained about the standard of care given by the Care Provider, to her mother, Mrs Y, who entered one of its care homes as a temporary resident in June 2022. We upheld the complaint finding a series of failings by the Care Provider. These included a failure to provide safe care to Mrs Y, to meet her hydration needs and keep satisfactory records. These failings caused Mrs Y avoidable distress. They also caused uncertainty to Ms X in not knowing if better care could have prevented Mrs Y’s subsequent admission to hospital where she later died. The Care Provider has agreed a series of recommendations for actions it will take to remedy this injustice and improve its service, set out at the end of this statement.

  • Sue Ryder (23 004 727)

    Statement Upheld Residential care 28-Feb-2024

    Summary: There was some poor recording and communication by the care provider, for which it has apologised. However, there is insufficient evidence to say the care provider was at fault in being unable to readmit the late Mr X to the hospice on 8 April.

  • Ridge House Residential Home Limited (23 006 612)

    Statement Upheld Residential care 28-Feb-2024

    Summary: We found fault with Ridge House Residential Home Limited (the Care Provider) for the way it ended its residential care contract with Mr X. The Care Provider’s failure to provide information about the possibility and procedure for ending the contract due to the change of residents’ needs caused injustice to Mr X and his daughters. The Care Provider agreed to apologise to Mr X and his daughters, make a symbolic payment for Mr X’s daughters to recognise their distress and amend its residential care contracts.

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