Summary

Complaint by a daughter about the quality of residential care provided to her mother by Nottingham City Council.

The complaint

Complaint by a daughter about the quality of residential care provided to her mother by Nottingham City Council. The complainant is particularly concerned that the residential care home failed to contact an ambulance when her mother had a stroke.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

The Ombudsman recommends that the council:

• pays the complainant and her mother £2,500 between them to reflect their distress and uncertainty;
• reconsiders its previous conclusion that it cannot hold anyone to account for what happened; and
• ensures all its care staff receive appropriate Stroke Awareness training. It should review the impact and effectiveness of that training to properly satisfy itself all staff recognise the signs and symptoms of a potential stroke and understand the need to act quickly in seeking emergency medical attention.
   

 

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