MOP Healthcare Limited (22 001 140)

Report Upheld Residential care 11-Apr-2024

Summary: The Local Government and Social Care Ombudsman investigated a complaint about residential services provided to the late Mr X. We found MOP Healthcare Limited: did not properly assess Mr X’s mental capacity after he attempted suicide; failed to process a Deprivation of Liberty safeguard application appropriately; took overly restrictive steps to deprive Mr X of his liberty by continuing 1-1 care despite his social worker and a Community Psychiatric Nurse advising less restrictive measures could be used to maintain his safety; charged Mr X an additional £2,520 a week for the 1-1 care. This meant Mr X was under constant supervision for the last 9 months of his life in Barrowhill Hall Care Home, even when on end-of-life care, due to a flawed capacity assessment. The complainant suffered significant distress and financial loss. The faults could also risk similar restrictions happening to other people.

Gloucestershire County Council (23 015 661)

Statement Closed after initial enquiries Residential care 12-Mar-2024

Summary: We will not investigate this complaint about adult social care in a nursing home. This is because we cannot achieve the outcome the complainant wants; a payment for loss of earnings. It is unlikely an Ombudsman investigation would lead to a different outcome than the Council has already provided.

HC-One Limited (23 006 104)

Statement Upheld Residential care 12-Mar-2024

Summary: Mrs X complains HC-One’s Priorslee House failed to provide her late father with the right support after he had a fall in February 2023, resulting in him sustaining an injury, spending time in hospital and moving to a nursing home, which otherwise could have been avoided. HC-One has made some changes following Mr Y’s fall and has apologised for any distress caused to him and his family. There is no need to ask HC-One to do more than it has already done.

Care UK Community Partnerships Limited (23 006 936)

Statement Upheld Residential care 12-Mar-2024

Summary: Mr X complains Chandler Court failed to meet his mother’s needs properly after she had a stroke on 6 May 2023, resulting in her being left for six hours before calling an ambulance. Care UK accepts Chandler Court should have checked Mrs Y earlier in the day for signs of a stroke. It says it has taken action to ensure this does not happen again. Care UK needs to confirm the action it has taken. It also needs to make a symbolic payment to Mrs Y.

The Abbeyfield Newcastle Upon Tyne Society Limited (23 016 814)

Statement Closed after initial enquiries Residential care 12-Mar-2024

Summary: We will not investigate this complaint about poor care records, missing items, breach of care standards and lack of inventory dating back to 2017. This is because we could achieve nothing more than Ms B has been advised by the Care Provider even if we investigated.

Coventry City Council (23 017 023)

Statement Closed after initial enquiries Residential care 11-Mar-2024

Summary: We will not investigate this complaint about a care provider administering antipsychotic medication to Ms Y in a residential home. The medication was prescribed by a GP, and we could not say any fault by the care provider caused the injustice Mr X claims.

Bupa Care Homes (AKW) Limited (23 016 655)

Statement Closed after initial enquiries Residential care 08-Mar-2024

Summary: We will not investigate Mrs X’s complaint about discrepancies in the care home’s responses regarding how her mother-in-law fell. This is because an investigation would not lead to any different findings or outcomes.

Care UK Community Partnerships Limited (23 015 858)

Statement Closed after initial enquiries Residential care 07-Mar-2024

Summary: We will not investigate this complaint about adult social care and access to care records. The Information Commissioner’s Office is better placed to consider data protection issues around access to Ms C’s care records. If the Ombudsman was to investigate and find failings in Ms C’s care provision causing her injustice, we could provide Ms C no remedy because she has since died. It is therefore unlikely investigation would lead to a different outcome.

Stockton-on-Tees Borough Council (23 016 005)

Statement Closed after initial enquiries Residential care 06-Mar-2024

Summary: We will not investigate Ms X’s complaint that her mother’s care home caused damage to her mother’s fridge cable. This is because an investigation would not lead to any findings or worthwhile outcome.

Hertfordshire County Council (23 016 213)

Statement Upheld Residential care 06-Mar-2024

Summary: We will not investigate this complaint about poor care provided to the late Mr B. This is because further investigation by us could not add to the Care Provider’s response. We could not achieve a remedy for Mr B as he has now passed away.