Mr S G & Mrs A Poole (21 006 410)
Category : Adult care services > Residential care
Decision : Closed after initial enquiries
Decision date : 14 Oct 2021
The Ombudsman's final decision:
Summary: We will not investigate this complaint about an incident that happened in a care home. It is unlikely we could add to any previous investigation by the care provider.
The complaint
- Mrs X complained on behalf of her mother, Mrs Y. Mrs X said her mother suffered a fall when two carers were using equipment to move her. Mrs Y was left with a large bruise that developed into an injury that could potentially have long term health impacts. Mrs X said the care home did not record the incident.
The Ombudsman’s role and powers
- 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, or
- it is unlikely further investigation will lead to a different outcome.
(Local Government Act 1974, sections 34B(8) and (9))
How I considered this complaint
- I considered information provided by the complainant and the Care Provider.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mrs Y sustained an injury while two carers had been using equipment to help move her to a wheelchair. Mrs X said the care home did not log the incident and had not realistically stated how the injury was caused.
- The evidence I have seen includes an extract from the care home’s daily notes, an accident report and photographs. The Council carried out a safeguarding investigation and the incident was reported to the Care Quality Commission (CQC).
- The evidence confirms the incident occurred and the care home provided a record of it. The findings may not have been communicated as quickly as it should have been to Mrs X but this is not evidence of fault.
Final decision
- We will not investigate Mrs X’s complaint because it is unlikely, we could add to any previous investigation by the care provider.
Investigator's decision on behalf of the Ombudsman