Summary: Ms X complains carers placed her mother Ms Y on a commode next to a radiator causing burns to her legs. She also complains about a delay in completing a safeguarding investigation and about the outcome.
The Ombudsman upheld the complaint and found fault found causing injustice.
To remedy the injustice, we recommend the Council:
- apologises to Ms Y and Ms X in writing;
- pays £,5000 to Ms Y and £500 to Ms X;
- ensures risk assessments completed by care agencies acting on its behalf identify obvious environmental hazards and care plans are put in place to minimise risks; and
- conducts regular quality assurance checks with the Agency to satisfy itself the Agency is implementing effective risk assessments to ensure clients are safe.
Ombudsman satisfied with Council's response: 27 March 2019.