Summary: We will not investigate this complaint about adult social care provision because the injustice claimed is not serious enough to warrant our involvement and the use of public money.

The complaint

1. Mrs B says the care provision is poor and needs improving for existing and future residents. Mrs B says:

• Her mother (Mrs C) lost weight while living at the residential care home (the home).
• The home made no effort for Mrs C’s 90th birthday.
• The home made no effort for the Queens’ Platinum Jubilee.
• There was no TV or family photos in Mrs C’s room.
• The communal garden was overgrown and untidy.
• There was no pump in the fish tank and the fish were gasping for air.
• The lounge area smelt of urine.
• When she came to help Mrs C move to another home, Mrs C was laid across her bed with her feet on the floor, the room was hot and Mrs C’s feet were swollen.
• The home did not complete a Covid test before Mrs C moved out.

2. Mrs B wants the home to improve conditions for the remaining residents.

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The Ombudsman’s role and powers

3. 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:

• the injustice is not significant enough to justify our involvement, or
• 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
• 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

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. During visits to Mrs C at the home, Mrs B and her family were concerned at the standard of the service and facilities. Mrs C has since moved, but Mrs B is concerned for existing residents.
7. The Care Provider has responded and answered Mrs B’s concerns, and it is unlikely we could add to that investigation.
8. We recognise Mrs B’s disappointment in not receiving the level of service she was expecting. However, the impact is not serious enough to justify the use of public money to investigate this complaint. Mrs C has moved to another care home, so the issues are not ongoing for the individual.
9. Mrs B has made the Care Quality Commission aware of her concerns. The Care Quality Commission (CQC) is the statutory regulator of care services. It keeps a register of care providers that meet the fundamental standards of care, inspects care services, and reports its findings. It can also enforce against breaches of fundamental care standards and prosecute offences. If the CQC finds an issue with the Provider’s services it can achieve improvements for the existing residents.

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Final decision

10. We will not investigate Mrs B’s complaint because the injustice claimed is not serious enough to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman