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Residential care


Recent statements in this category are shown below:

  • Saima Raja AKA Braemar Care Centre (21 018 066)

    Statement Upheld Residential care 11-Apr-2022

    Summary: We will not investigate this complaint about the Care Provider refusing to issue a refund. This is because the Care Provider has now issued the refund. This remedies the claimed injustice and an investigation could not achieve anything more.

  • Highlands Borders Care Home Limited (21 018 500)

    Statement Upheld Residential care 10-Apr-2022

    Summary: We will not investigate this complaint about the quality of care at a care home. This is because the Care Provider has agreed to take action we recommended to remedy the injustice to Mrs X.

  • Aegis Residential Care Homes Limited (21 011 399)

    Statement Upheld Residential care 10-Apr-2022

    Summary: Mr C complains the Care Provider failed to keep his late mother safe causing a harmful impact on her health and distress to her family. We have found fault by the Care Provider in failing to ensure a protocol put in place was both adequate and robustly followed but consider the agreed action of an apology and payment provides a suitable remedy.

  • Cumbria County Council (21 007 659)

    Statement Upheld Residential care 10-Apr-2022

    Summary: Mrs X complained about the level of care provided to her mother, Ms Y, in the last few days of her life by the care home. She also complained about the clearing of Ms Y's room and the way her belongings were handled. There were failings in the care home's records in the last few days of Ms Y's life and it failed to properly safeguard her belongings after her death. The Council, which commissioned the care, should apologise, pay Mrs X £250 and ensure the care home takes action to prevent recurrence.

  • Isle of Wight Homecare Ltd (20 005 193)

    Statement Not upheld Residential care 07-Apr-2022

    Summary: Miss X complains the care home is pursuing her late grandmother, Mrs Y's, estate for care home fees when she is not clear that the amount owed is correct and also about suspicious activity on Mrs Y's bank account. She wants the care provider to waive the fees. I have ended my investigation as the matters relate to events that happened too long ago for me to investigate now, allegations of fraud or theft are police matters, there is insufficient evidence of injustice to Mrs Y and any injustice to Mrs Y can no longer be remedied.

  • Medway Council (21 009 724)

    Statement Upheld Residential care 07-Apr-2022

    Summary: Mrs X complains about the care received by her mother during her time in a care home. She says the care home could not manage her mother's needs, did not keep accurate records, and did not update the family appropriately. She also complains the Council did not involve the family when it made best interest decisions for her mother. We find some fault. We have made recommendations for the Council to remedy the injustice caused.

  • City of York Council (21 012 834)

    Statement Upheld Residential care 07-Apr-2022

    Summary: We will not investigate this complaint about how the Council considered concerns Mrs X raised in relation to care her mother received whilst in a residential home. There is insufficient evidence of fault in how the Council considered the concerns to warrant further investigation. The Council was at fault for failing to explain the outcome of the investigation to Ms X. The Council has agreed to apologise to Mrs X and write to her with its findings. That remedies any injustice caused.

  • 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.