Summary: We will not investigate Mrs X’s complaint about the care her late father, Mr Y, received at a residential care home. This is because the Care Provider has investigated and responded and we are satisfied further investigation by us would not lead to a different outcome.

The complaint

1. Mrs X complained a care home failed to properly care for her late father, Mr Y, during a respite stay. Specifically, she complained it failed to notice signs his health was worsening, delayed giving him medication and did not keep accurate care records. She said this led to a hospital admission and his subsequent death.
2. Mrs X wants lessons to be learnt and the care home to make improvements.

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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 do not start or continue an investigation if we decide 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

4. I considered information provided by the complainant and the Care Provider (CP).
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mrs X complained about the care her late father, Mr Y, received at a care home. The CP responsible for the care home investigated and identified fault and upheld parts of her complaint. It apologised to Mrs X and identified service improvements. That is appropriate.
7. Where the CP did not uphold Mrs X’s complaint, it explained its reasons. We asked for information about what service improvements it had made and on the evidence we have seen, this is an appropriate response. In addition, the Council are also conducting a safeguarding enquiry which will consider any remaining concerns Mrs X has remaining.
8. We will not investigate this complaint, because it is unlikely further investigation would lead to a different outcome.

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Final decision

9. We will not investigate Mrs X’s complaint because of the actions of the CP, and the Council are investigating the matter and further investigation by us would likely not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman