Summary: Mrs X complained about her late mother’s (Mrs Y’s) care on the day she died. Surrey County Council (the Council) arranged and funded Mrs Y’s care in Puttenham Hill Care Home (the Care Home). Mrs X complained the care home: delayed in calling emergency services; did not have appropriate staff; and did not protect Mrs Y’s dignity when she was dying, provide appropriate care or communicate with the family adequately. Mrs X says this caused her avoidable distress. She found her mother’s body unexpectedly, causing her significant shock at the time and alarm that such a situation could have occurred.

Finding

The Ombudsman upheld the complaint, finding fault causing injustice and recommendations made.

Recommendations

The care home no longer uses the member of agency staff and it has discussed the events of this complaint with current staff at meetings and apologised to Mrs X for the fault. This is a partial remedy.

To remedy the distress to Mrs X and minimise the risk of future injustice to others, the Council will, within one month of the date of this report:

• work with the Care Home through regular quality monitoring visits, to ensure the Care Home is regularly assessing staffing capacity and requirements so there are enough appropriately qualified staff at the care home;
• apologise to Mrs X for the fault identified and for her avoidable distress; and
• make Mrs X a symbolic payment of £500.
• Within three months of the date of this report, the Council should ensure all care staff (nurses and care assistants) at the Care Home receive training in communication skills around bereavement.

Ombudsman satisdfied with Council's response: 22 June 2021.

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