Summary: We will not investigate this complaint about adult residential care. There is not a significant enough injustice to the person who complained to justify an investigation, and it is unlikely we would add to investigations already undertaken or achieve a different outcome.

The complaint

1. Ms C says there was no management available to report a serious incident to. Ms C worries this has not been addressed to improve future service. Ms C also complains about the standard of care provided to her relative, Ms D. Ms C says the lack of support from management caused distress and had an impact on her mental health. Ms C wants the Care Provider to acknowledge this and to improve future service.

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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 significant enough injustice to the person who complained 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.

(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. Ms C lived in Hazel Lodge care home, run by Barchester Healthcare Homes Limited (the Care Provider).
6. Ms C was visiting one evening when Ms D disclosed to her a serious incident. Ms C asked to speak with a manager but did not say exactly what it was about. There was no manager in the care home at that time, but a manager was ‘on call’.
7. The Care Provider has explained why Ms C did not see or speak with a manager that evening. Though there was initially some difficulty contacting the deputy manager who was on call, the care staff spoke with the general manager. Staff also later that evening spoke with the deputy manager. The Care Provider has explained the procedures in place, and that management are available if needed. While it was upsetting and frustrating for Ms C, I do not consider there is a significant enough injustice to justify an Ombudsman investigation. It is also unlikely we would add to what the Care Provider has said or achieve a different outcome. The Care Provider has appropriate procedures in place and there is no evidence of a systemic problem.
8. Ms D has died and so we can provide her no personal remedy for any injustice she suffered. There have been investigations by the police and the safeguarding authority. The Care Quality Commission regulate care providers and have been informed of the issues. It is unlikely we would add to these investigations or achieve anything further.

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Final decision

9. We will not investigate Ms C’s complaint because her injustice is not significant enough to justify an investigation. It is unlikely we would add to investigations already undertaken or that an Ombudsman investigation would lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman