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Residential care


Recent statements in this category are shown below:

  • The Park Gate Care Home LLP (21 003 918)

    Statement Upheld Residential care 04-Apr-2022

    Summary: Mr P complained about several aspects of the care his father, Mr X, received at the care home he was living. Mr P says the poor care caused harm and distress to Mr X. We have found fault with some of the areas complained about. These included missed medication, inadequate fall prevention practices, poor record keeping, failure to respond to concerns raised by the hospital and not progressing a health funding application. To remedy the injustice caused to Mr X, the care provider has agreed to apologise and refund some of his care fees. It has also agreed to make a payment to Mr P to acknowledge his distress, time and trouble. While the care provider has already taken action to improve standards, we also recommend the care provider should take steps to ensure concerns raised by third parties are properly investigated and health funding applications are completed.

  • East Sussex County Council (21 006 531)

    Statement Upheld Residential care 28-Mar-2022

    Summary: Mrs X complained the Council placed her in unsuitable care homes in 2017. She also complained it failed to support her in her payment dispute with a care home in 2021. We found the Council at fault for its failure to properly consider and support her with her payment dispute with the care home it placed her in. The Council has agreed to apologise to Mrs X. We have not considered Mrs X's 2017 concerns. This part of her complaint was late.

  • Lincolnshire County Council (21 005 831)

    Statement Upheld Residential care 27-Mar-2022

    Summary: The complainant says a care home, acting on behalf of the Council, failed to properly support her husband. The care home failed to follow a care plan, act after it found unexplained bruising, and properly record best interest decisions. The Council has agreed to apologise to the complainant, pay her £350 and through contract monitoring ensure staff are reminded/trained about the importance of recording and following care plans.

  • Salveo Care Ltd (21 001 178)

    Statement Upheld Residential care 24-Mar-2022

    Summary: Mrs X complained about the care given to her late mother by the Care Provider and that she did not have a face-to-face visit with her before she passed away. We find the Care Provider's management of her mother's weight loss, how it told Mrs X of her death and its complaint handling all caused injustice to Mrs X. The Care Provider accepts these findings and has agreed to take actions set out at the end of this statement to provide a remedy for that injustice.

  • Stanhope Court Residential Care Home (21 005 391)

    Statement Not upheld Residential care 17-Mar-2022

    Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

  • Wirral Metropolitan Borough Council (21 005 391)

    Statement Not upheld Residential care 17-Mar-2022

    Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

  • Richmond Villages Operations Limited (21 004 023)

    Statement Upheld Residential care 17-Mar-2022

    Summary: Mr and Mrs E complained about the standard of care Mr F and the late Mrs F received when they were admitted to the Care Provider's nursing care unit. We find the Care Provider caused an injustice when it failed to keep accurate records, failed to respond to the call bell in time and failed to properly communicate and work in partnership with the family. It also failed to properly explore Mrs F's mental capacity. The Care Provider has agreed to our recommendations to address the injustice caused.

  • Stoke-on-Trent City Council (21 009 113)

    Statement Upheld Residential care 16-Mar-2022

    Summary: We will not investigate this complaint about a care home losing Mrs Y's belongings. The Council has agreed to our recommendation to remedy the outstanding injustice to Mr X, and to review and report to us about the care provider's actions.

  • Care UK Community Partnerships Limited (21 004 728)

    Statement Upheld Residential care 14-Mar-2022

    Summary: There is no evidence of proper oral care for Mr X. Mr X incurred dental fees as a consequence which the care provider has reimbursed. There was poor maintenance of some fluid and hygiene records although their absence is mitigated by the detail in the daily records. Beyond the failure to provide the proper standard of oral hygiene, which the care provider has already remedied, there is no evidence the care provider's actions caused injustice to Mr X.

  • Fridhem Rest Home Limited (21 005 332)

    Statement Upheld Residential care 14-Mar-2022

    Summary: Mrs B complained about the care Mrs C received during the last few months of her life. She also complained about restrictions on visiting arrangements for the family. We found fault with some of the personal care Fridhem failed to provide. Fridhem apologised to Mrs B and her family and this was a sufficient remedy for the injustice.