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London Borough of Ealing (12 012 697)

Category : Adult care services > Residential care

Decision : Upheld

Decision date : 12 Dec 2013

Summary

A woman complained on behalf of her aunt about a care home placement arranged and funded by the council.

The complaint

A woman complained on behalf of her aunt about a care home placement arranged and funded by the council. She says:

  • no-one told her that her aunt's placement was permanent from September 2011 until January 2012. She thought the placement was temporary;
  • the council did not move her aunt to her chosen care home for nine months;
  • her aunt was neglected at the care home; and
  • the finance team delayed in telling her about and invoicing for the aunt's contribution to her care.

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

To remedy the injustice caused, the council has agreed to:

  • apologise to both parties;
  • pay the lady £500 for her distress and time and trouble in bringing the complaint; and
  • pay the aunt £2,350 (50% of the charge) for her distress in receiving poor care.

The Ombudsman also recommends that the council reviews its contracting arrangements and satisfies itself that those arrangements minimise the risk of these types of failings happening to others it places in residential care.

Ombudsman satisfied with council's response: 17 February 2014

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