Summary: We will not investigate this complaint about Miss X’s contact with the Care Provider. This is because further investigation would not lead to a different outcome.

The complaint

1. Mrs X complained that the Care Provider failed to properly investigate her concerns about the conduct of staff at a care home. She said this caused her distress.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X said that staff at a care home were rude and intimidating towards her on multiple occasions. She said multiple staff members conduct were unprofessional.
6. The Care Provider has investigated the matter and explained that it carried out an internal review of the complaint. It said it considered available evidence, including information from regulatory bodies and records from an internal investigation, and it made attempts to obtain a police report. The Care Provider informed relevant regulatory bodies and shared learning and recommendations. It also held disciplinary meetings with the staff involved and took appropriate action.
7. I will not investigate Miss X’s complaint because the Care Provider has already investigated the issues raised and taken appropriate action to address them, including staff discipline, training and ongoing quality assurance. Therefore, further investigation is unlikely to lead to a different outcome.

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Final decision

8. We will not investigate Miss X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman