Residential care


Recent statements in this category are shown below:

  • Ranc Care Homes Limited (18 003 838)

    Statement Upheld Residential care 15-Apr-2019

    Summary: the care provider specified Mrs X's needs in her care plan but did not always ensure that staff followed the plan in their treatment of Mrs X, and failed to ensure that Mrs X could access water at all times. That was evidence of fault which caused injustice to Mrs X and the care provide should apologise to the family, review its processes and offer a payment in recognition of the distress caused by its shortcomings.

  • Norfolk Community Health & Care NHS Trust (17 012 513)

    Statement Upheld Residential care 11-Apr-2019

    Summary: Mrs Y complains about the social care provided to her father, Mr X. She also complains about elements of the community nursing care provided by the NHS Trust. The Ombudsmen found some of the home's actions caused injustice, which it will remedy with the actions listed at the end of this statement. The Ombudsmen finds some minor fault in the actions of the NHS Trust. However this did not, in our view, impact on Mr X.

  • London & West Investments Limited (17 012 513)

    Statement Upheld Residential care 11-Apr-2019

    Summary: Mrs Y complains about the social care provided to her father, Mr X. She also complains about elements of the community nursing care provided by the NHS Trust. The Ombudsmen found some of the home's actions caused injustice, which it will remedy with the actions listed at the end of this statement. The Ombudsmen finds some minor fault in the actions of the NHS Trust. However this did not, in our view, impact on Mr X.

  • Top Care Homes Limited (18 007 387)

    Statement Upheld Residential care 11-Apr-2019

    Summary: Mrs X, complained on behalf of her husband Mr X, about the standard of care he received from the care home. The Ombudsman has found evidence of fault with some aspects of service provision. To remedy the injustice caused, the Home has agreed to refund the placement cost, apologise to Mr and Mrs X and review its procedures.

  • Kingsview Homes Limited (18 000 538)

    Statement Upheld Residential care 09-Apr-2019

    Summary: Mrs X complains about the care her sister, Ms Y received at a care home. She says the home did not properly respond to complaints and delayed in refunding care fees. The Ombudsman finds Ms Y suffered injustice because of two of the issues raised. We recommend the Home apologise to Ms Y and update its procedures.

  • Avery Homes Nuneaton Limited (18 012 418)

    Statement Upheld Residential care 09-Apr-2019

    Summary: Miss B complains for her late father about the care he received at Acorn Lodge Care Home. The Ombudsman finds there was fault by the care provider and that this led to injustice for which a remedy has been agreed.

  • Bupa Care Homes (CFC Homes) Limited (18 009 352)

    Statement Upheld Residential care 08-Apr-2019

    Summary: Mrs B complains on behalf of Mrs C that Bupa Care Homes did not provide the residential care Mrs C paid for. Mrs C did not get satisfactory care from the care home and this caused significant injustice. The Ombudsman finds Bupa Care Homes at fault. The Ombudsman recommends Bupa Care Homes reimburse Mrs C half her care home fees, review her care plan, give staff training and develop an action plan to ensure policies are put into practice.

  • Banbury Heights Nursing Home (18 009 786)

    Statement Upheld Residential care 27-Mar-2019

    Summary: Ms C is unhappy about the way in which the care provider has dealt with an increase in Mr D's care home fees, as well as his final bill. The Ombudsman has upheld Ms C's complaint. The care provider has agreed to provide an apology to Ms C, revise its final bill and share the lessons learned with relevant staff.

  • West Berkshire Council (17 019 776)

    Statement Upheld Residential care 26-Mar-2019

    Summary: Mr and Mrs X complained care commissioned by the Council at The Donnington Nursing Home for Mrs Y was unacceptable and unsafe. The Ombudsman finds fault with aspects of the Home's record keeping and care provision. The Ombudsman also finds the Council delayed carrying out an annual review. The faults affected Mrs Y's wellbeing and caused some distress and uncertainty for Mr and Mrs X. The Council has agreed to apologise, pay Mrs Y £1200 and Mr and Mrs X £300 to acknowledge the impact of the faults on them, and take action to ensure the faults do not recur in future.

  • Norfolk County Council (17 017 875)

    Statement Upheld Residential care 25-Mar-2019

    Summary: The complainant alleges that the Council has restricted him unfairly from visiting his sister at a Care Home and it has removed him as her representative. The Ombudsman considers that there is fault because the Council has failed to properly review the ban, which has been in existence since 2016, and it has relied on historic information from the Home. The Council has now agreed the appointment of an independent mediator to progress the reintroduction of the complainant's contact with his sister at the Home and it will report back to the Ombudsman in three months about progress.

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