Summary: We will not investigate Mrs C’s complaint about the care provided to her late mother, Mrs D. Further investigation by the Ombudsman could not add to the Care Provider’s response or make a different finding. Sadly, Mrs D has since died so we could not provide her with a remedy even if we investigated and found evidence of fault.

The complaint

1. Mrs C says Mrs D’s Care Provider neglected her foot care and did not ensure she had regular podiatry treatment other than some vague date in March 2021. Mrs C is also concerned she has not received documentary evidence she requested and says the Care Provider disregarded her concerns during a time it was very distressing for her and her sisters, who, because of Covid-19 restrictions on visiting, trusted them to look after Mrs D.

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The Ombudsman’s role and powers

2. 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)

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How I considered this complaint

3. I considered information provided by the complainant and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs D’s Care Provider explained there were restrictions on visiting during the Covid-19 pandemic, which included treatment providers such as Chiropodists and Podiatrists. It confirmed there is a record Mrs D was seen on 3 March 2021 but was unable to find any other records to show if she had been seen since that date. It said it attempted to contact the Podiatrist who was unable to access her NHS system at the time. It apologised the Manager did not respond to Mrs C’s concerns and says it will pursue this through its formal internal processes.
6. Further investigation by the Ombudsman could not add to this or make a different fining. Mrs D has since passed away so we could not now remedy any injustice caused by fault which an investigation might uncover.

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Final decision

7. We will not investigate Mrs C’s complaint because we could not add to the Care Provider’s response or provide a remedy for Mrs D.

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Investigator's decision on behalf of the Ombudsman