Summary: We will not investigate this complaint about a care home’s actions. This is because it is unlikely an investigation will lead to a different outcome as there is insufficient evidence of fault.

The complaint

1. Mrs X complains on behalf of her aunt, Ms B. Mrs X complains:
• There was poor communication between Ms B’s care home and the family regarding Ms B’s discharge from hospital.
• The care home did not ensure all necessary arrangements were in place before accepting Ms B back to the home.
• The care home failed to provide adequate support to help Ms B complete her physiotherapy exercises.
• The care home failed to assess Ms B for pressure care.

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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 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.

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My assessment

5. In the care home’s complaint response, it noted the following:
• Records showed there was communication between the home and Ms B’s family before Ms B was discharged from hospital.
• The hospital told the care home the only referral Ms B needed was a referral to the community physiotherapist. The care home told Mrs X it could not make the referral as the physiotherapy service would only accept a referral from a GP.
• Ms B was seen by a community physiotherapist. In between the visits, the physiotherapist left Ms B exercises to complete. Some of these exercises she could complete on her own, others she needed support from care home staff. Care records showed Ms B did complete some of her exercises. However, other times, Ms B refused to complete the exercises. As Ms B had capacity, it was her decision not to complete the exercises and the care home could not force her to complete them.
• The care home did complete assessments to assess Ms B’s risk for developing pressure sores. It also confirmed it had a care plan in place to manage the risks to Ms B. With regards to a wheelchair assessment, Ms B had now been referred for an assessment. However, it was for the physiotherapist to have decided if this was necessary.
6. I have carefully considered Mrs X's complaints and the care home's response and do not consider there is sufficient evidence of fault in how it dealt with the issues Mrs X raises. Therefore, it is unlikely any further investigation would lead to a different outcome.

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Final decision

7. We will not investigate Mrs X’s complaint because it is unlikely an investigation will lead to a different outcome as there is insufficient evidence of fault.

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Investigator's decision on behalf of the Ombudsman