Summary: We will not investigate Mr X’s complaint about the Care Home causing injury to his late mother, Mrs Y and failing to recognise the injury. This is because we could not add to the Care Provider’s investigation.

The complaint

1. Mr X complained the Care Home failed to provide care and support to his late mother, Mrs Y, in line with her care plan which resulted in an injury. He also said the Care Home failed to recognise she had sustained an injury. The matter caused Mr X distress and uncertainty. He wants the Care Provider to make service improvements to prevent a recurrence of fault. Mr X also wants the Care Provider to provide him with a financial remedy for the injustice caused to him.

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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 we could not add to any previous investigation by the organisation. (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 Mr X and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.
5. I considered our ‘Guidance on remedies’.

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My assessment

6. Mrs Y was a resident at the Care Home. Mrs Y had mobility needs. She required care and support from two care workers at a time to help her move and transfer from one position to another. Mr X said his mother was also non-verbal and so could not express how she felt.
7. In early January 2026, Mrs Y became ill and was admitted into hospital. Upon inspection, hospital staff noticed Mrs Y had an injury to her arm with bruising. Following this, Mr X complained to the Care Provider and said hospital staff indicated the injury would have likely occurred a month ago.
8. The Care Provider investigated Mr X’s complaint and found:
• a care worker had provided single-handled personal care to Mrs Y which was not in line with her care plan. This most likely caused Mrs Y to sustain an injury to her arm;
• staff were aware of the injury to Mrs Y’s arm on the day it happened however, they delayed assessing the injury and providing necessary treatment by two days; and
• it had reviewed Mrs Y’s care records two months before the injury had occurred which concluded the injury did not happen before January 2026.
9. Following its investigation, the Care Provider took appropriate action and:
• addressed the incident with staff and reminded them of the importance of following care plans, safe moving and handling and promptly reporting such incidents;
• took disciplinary action against the Care Worker who had failed to follow Mrs Y’s care plan which resulted in an injury to Mrs Y; and
• apologised to Mr X for the injustice caused to him.
10. Since Mr X brought his complaint to us, the Care Provider has agreed to make Mr X a symbolic payment of £250 for the distress and uncertainty the matter caused to him. This is appropriate and in line with our Guidance on Remedies.
11. We will therefore not investigate Mr X’s complaint because we could not add to the Care Provider’s investigation and remedy.

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Final decision

12. We will not investigate Mr X’s complaint because we could not add to the Care Provider's investigation.

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Investigator's decision on behalf of the Ombudsman