Summary: The Ombudsman will not investigate Mrs B’s complaint about the care her husband received during his respite stay at the care provider’s care home. This is because the care provider has already provided a suitable remedy for the matters raised in the complaint.

The complaint

1. The complainant, whom I shall call Mrs B, complains about the care her husband received during his respite stay at the care provider’s care home.

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The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
3. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a care provider has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
4. We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe it is unlikely we could add to any previous investigation by the care provider. (Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

5. I considered the information and documents Mrs B provided with her complaint. I sent Mrs B a draft of my decision and invited her comments on it.

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What I found

6. Mrs B complained about the care her husband, Mr B, received during his
   one-week respite stay at the care provider’s care home.
7. Mrs B raised several concerns about Mr B’s care during his stay. This included bathing and personal care tasks not being completed every day, concerns about a lack of engagement and stimulation and about Mr B’s condition and presentation when she collected him at the end of his stay. Mrs B also complained about errors in the care provider’s first complaint response letter and about communication with care home staff.
8. In its final complaint response, the care provider acknowledged and apologised for fault in relation to several of Mrs B’s concerns. It has given Mrs B a full refund of the fees she paid for Mr B’s stay.

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Final decision

9. We will not investigate this complaint. This is because the care provider has already offered an acceptable remedy for the matters raised in this complaint. Where this is the case, we will exercise discretion not to investigate.

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Investigator's decision on behalf of the Ombudsman