• The complaint
• The Ombudsman’s role and powers
• How I considered this complaint
• My assessment
• Final decision

The Ombudsman's final decision:

Summary: We will not investigate this complaint about the quality of care provided during a one-week residential respite stay. This is because the Care Provider has already provided a suitable remedy and there is nothing further we could achieve.

The complaint

1. Mrs X says the Care Provider did not provide care of a sufficient standard to her husband, Mr X, during a one-week respite stay in residential care. Mrs X says the condition of Mr X when he returned home shocked her, and this caused distress to both Mr & Mrs X. Mrs X is seeking a full refund of fees paid for the care, and added compensation.

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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.
4. I considered the Ombudsman’s Assessment Code and Guidance on Remedies.

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My assessment

5. The Care Provider has accepted some fault in the standard of care provided to
   Mr X. The Care Provider apologised for the accepted faults and said it would discuss the issues with relevant staff to ensure learning. In recognition of the faults identified, the Care Provider offered a “gesture of goodwill” payment to cover half of the cost of Mr X’s care. This is a proportionate and appropriate remedy.

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Final decision

6. We will not investigate this complaint. This is because the Care Provider has already provided a suitable remedy and there is nothing further we could achieve.

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Investigator's decision on behalf of the Ombudsman

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