Summary: The actions of the care provide caused some injustice to Mr X but the care provider has since remedied that by its payment. The Ombudsman will not investigate the complaint now as there is no further worthwhile outcome which can be achieved.

The complaint

1. Mr X (as I shall call the complainant) complained the care provider lost his late mother’s engagement and wedding rings after removing them for safekeeping.

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The Ombudsman’s role and powers

2. We investigate complaints about adult social care providers and decide whether their actions have caused an injustice, or could have caused injustice, to the person making the complaint. (Local Government Act 1974, sections 34B and 34C)
3. If an adult social care provider’s actions have caused an injustice, we may suggest a remedy. (Local Government Act 1974, section 34H(4))

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How I considered this complaint

I considered the written information provided by Mr X and the care provider. I spoke to Mr X.

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What I found

4. Mr X’s late mother Mrs A was resident in the care home.
5. Mrs A began to lose weight. Two nurses told Mr X they had removed Mrs A’s wedding and engagement rings as they were concerned they would slip off her fingers and be lost. They explained the rings had been put in an envelope in the safe by the home’s administrator.
6. After Mrs A’s death, Mr X asked at the home about his mother’s rings but they could not be found.
7. Mr X complained to the home in October 2019. In June 2020 he made a second written complaint and received an acknowledgement that his complaint would be considered. After several more reminders from Mr X, the care provider wrote to him in September 2020. The care provider said the home had a policy that items of significant monetary or sentimental value should not be brought into the home and the home took no responsibility for them. The care provider offered £500 however as a gesture of goodwill.
8. Mr X did not accept the offer. He complained to the Ombudsman.
9. In September 2020 the care provider made an improved offer of £800 to Mr X, which Mr X accepted.

Analysis

10. The care provider took too long to respond to Mr X’s complaint.
11. As Mr X has now accepted the improved offer from the care provider, there is no worthwhile further involvement from the Ombudsman.

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Final decision

12. The care provider’s actions caused injustice to Mr X which has been remedied by its subsequent payment.

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Investigator's decision on behalf of the Ombudsman