Brook House Care Ltd (21 017 157)

Category : Adult care services > Residential care

Decision : Closed after initial enquiries

Decision date : 17 Mar 2022

The Ombudsman's final decision:

Summary: We will not investigate Mrs B’s complaint about the actions of her mother’s, Mrs C’s, Care Provider. This is because we could not add to the Care Provider’s response or make a different finding even if we investigated.

The complaint

  1. Mrs B complained about the assessment of her mother’s, Mrs C’s care needs by her Care Provider. Mrs B disputes Mrs C requires the 1:1 care her Care Provider says she needs which will cost £6000 a month in addition to her current monthly residential care costs. Mrs B says Mrs C requires help and support going to the toilet at night and as long as she does not have lengthy time waits for her call bell to be answered, can manage without 1:1 care.

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The Ombudsman’s role and powers

  1. 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, or
  • we cannot achieve the outcome someone wants, or
  • there is another body better placed to consider this complaint.

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

  1. I considered information provided by the complainant.
  2. I considered the Ombudsman’s Assessment Code.

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My assessment

  1. Mrs C’s Care provider says it cannot meet Mrs C’s care needs without the additional 1:1 care because of the risk she poses of falling. Mrs B is concerned that if she does not agree to the extra care and additional £6000 cost, Mrs C’s Care Provider will terminate her placement which she says will be detrimental to her.
  2. Mrs B can ask the Council as lead safeguarding authority for vulnerable adults to consider whether Mrs C can be moved from her current placement. The Council may decide to undertake an assessment of Mrs C’s needs in order to determine whether she can move and if she can suggest other placements which can meet her needs. We cannot say whether Mrs C requires this level of support.

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Final decision

  1. We will not investigate Mrs B’s complaint because we could not add to the Care Provider’s response or make a finding of the kind Mrs B wants.

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Investigator's decision on behalf of the Ombudsman

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