Summary: We will not investigate this complaint about injuries sustained from a fall while living in a residential care home. Further investigation is unlikely to lead to a different outcome.

The complaint

1. Mrs B says the Care Provider failed to properly assess her mother (Mrs C’s) mobility, which led to serious injuries from a fall. Mrs C subsequently died. Mrs B says the family is devastated by their loss. Mrs B wants the Care Provider to accept responsibility and learn from what happened.

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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:

• the action has not caused injustice to the person who complained, 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
• 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

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 C fell whilst living at Grangefield residential care home. Mrs C suffered injuries which was distressing for Mrs B to see.
6. The Care Provider has responded thoroughly to Mrs B’s complaint, including meeting with her to discuss the incident, and providing documents to show the actions it had taken to manage Mrs C’s risk of falls such as referrals to the Falls Management Service. It is unlikely the Ombudsman could add to this or establish the Care Provider’s actions caused the fall and the resulting injustice. Therefore, it is unlikely further investigation would lead to a different outcome.
7. The Local Authority is completing a safeguarding investigation which will determine whether there was any abuse, harm, or neglect by the Care Provider and, if necessary, will produce an action plan for the Care Provider to improve its processes.
8. The Care Provider properly notified the Care Quality Commission (CQC) of the incident. The CQC regulates all health and social care services in England to ensure quality and safety.

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Final decision

9. We will not investigate Mrs B’s complaint because it is unlikely further investigation would lead to a different outcome. The outcomes Mrs B hopes for might be achieved by the local authority safeguarding investigation.

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Investigator's decision on behalf of the Ombudsman