Overview:

Key to names used

• Mrs Z The representative
• Mrs Y Her mother
• Mr W Her brother
• Care worker 1 Domiciliary care worker Care worker 2 Domiciliary care worker

Summary

Mrs Z complained about the poor standard of care her mother, Mrs Y, received in the months before her death. The Council has already accepted that the care commissioned from GP Homecare Ltd (usually known as Radis Community Care or Radis) fell below expected standards and that this placed Mrs Y at risk. While we agree with the Council’s findings, we also consider that the failings caused Mrs Y and Mrs Z significant personal injustice, which the Council has not yet fully remedied.

Finding

Fault found causing injustice and recommendations made.

Recommendations

The Council must consider the report and confirm within three months the action it has taken or proposes to take. The Council should consider the report at its full Council, Cabinet or other appropriately delegated committee of elected members and we will require evidence of this. (Local Government Act 1974, section 31(2), as amended)

To remedy the injustice caused we recommend within three months of the date of this report the Council:

• apologise to the family for the failings identified. We publish guidance on remedies which sets out our expectations for how organisations should apologise effectively to remedy injustice. The Council should consider this guidance in making the apology we have recommended in our findings;
• refund the client contributions Mrs Y paid for the care Radis delivered between April and July 2024;
• make a symbolic payment of £750 to Mrs Y’s family to recognise the significant
• distress caused by the care provider’s failings; and
• make a further symbolic payment of £250 to Mrs Y’s family to recognise the uncertainty, frustration and inconvenience caused by the significant delays in the Section 42 safeguarding investigation.

The Council has accepted these recommendations.

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