Summary

Ms J complains about the actions of a care home, Oakwood Care Centre, at the time of the death of her grandmother, Mrs C, whose placement there had been commissioned by the Council. She also complains about the Council’s handling of her concerns after Mrs C’s death.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

To remedy the injustice caused, we recommend that the Council should pay Ms J £1500. The Council has accepted this recommendation.

The Council has also agreed to undertake a number of service improvements.

•  It is introducing a revised Safeguarding Adults Policy, and will provide updated training to relevant staff. It will also refresh staff understanding of how to handle safeguarding concerns.
• It will signpost care staff to the Care Quality Commission (CQC) guidance on seeking medical advice.
• As part of future contracts, it will require care homes to agree with residents’ families the level of notification they would like about changes in their condition, and record this in the resident’s care plan.
• It has undertaken training for adult social care staff on handling complaints.
• It will share this report with staff at Oakwood Care Centre.

Separately, Oakwood has also undertaken a number of service improvements.

• It has introduced a new ‘Unexpected Death Policy and Procedure’, and staff will be required to sign to confirm they have read it.
• It will discuss the contents of this report at its next team meeting.
• It has introduced new care plans, which clearly indicate whether resuscitation should be attempted.
• The manager and deputy manager are now ‘safeguarding adult’ managers.
• It will shortly review its notification process.

Print this page