Birch Abbey Nursing Home (25 024 060a)

Statement Closed after initial enquiries Care and treatment 16-Jun-2026

Summary: We will not investigate Ms H’s complaint about the care her late partner Mr O received at a care home, including issues relating to falls and pressure area care. We are unlikely to find fault by the care home on the key issues. Also, some of the complaints are about old events and we are unlikely to be able to reach reliable conclusions about them now.

OSJCT The Coombs (25 011 571a)

Statement Not upheld Care and treatment 15-Jun-2026

Summary: Mrs B complained about the care her mother, Mrs C, received at the Nursing Home and the lack of additional nursing care for which she received Funded Nursing Care (FNC). We found fault with how the Council communicated with Mrs B, it did not explain Mrs C had to be assessed before she would receive FNC. This caused uncertainty and left Mrs A feeling she was not listened to. We also found fault with the Care Trust’s complaint handling, it also did not explain Mrs C had to be assessed before the nursing home received the additional funding. This led to further uncertainty for Mrs B. We made recommendations and the organisations agreed to remedy this.

The Orders Of St. John Care Trust (25 011 571b)

Statement Upheld Care and treatment 15-Jun-2026

Summary: Mrs B complained about the care her mother, Mrs C, received at the Nursing Home and the lack of additional nursing care for which she received Funded Nursing Care (FNC). We found fault with how the Council communicated with Mrs B, it did not explain Mrs C had to be assessed before she would receive FNC. This caused uncertainty and left Mrs A feeling she was not listened to. We also found fault with the Care Trust’s complaint handling, it also did not explain Mrs C had to be assessed before the nursing home received the additional funding. This led to further uncertainty for Mrs B. We made recommendations and the organisations agreed to remedy this.

Clarity Homecare (Bristol) (25 009 869a)

Statement Closed after initial enquiries Care and treatment 30-Jan-2026

Summary: Mr A complains about the Avon Healthcare in relation to care provided to Mrs B which he said led to her death. We will not investigate the complaint as we would be unlikely to find fault or add to the work Avon Healthcare has already carried out.

Bupa Care Homes (CFH Care) Limited (25 001 947a)

Statement Closed after initial enquiries Care and treatment 24-Nov-2025

Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.

Saffronland Homes (25 004 266b)

Statement Closed after initial enquiries Care and treatment 03-Nov-2025

Summary: Mrs X complained West Sussex County Council failed to provide her late husband, Mr X, with alternative domiciliary care after a care agency ended its contract. She said this meant he had to go into residential care in one of Saffronland Homes’ nursing homes. Mrs X says he received poor care there from both the nursing home and Maywood Health Centre. Mrs X says Mr X was unhappy in the care home and considers he would still be alive, had he received better care. We will not investigate this complaint. Parts of the complaint are late. For other parts, it would have been reasonable for Mrs X to seek a legal remedy in the courts. We are unlikely to achieve the outcome Mrs X seeks by investigating the rest of her complaint.

Stamford Care Home (24 012 261c)

Statement Closed after initial enquiries Care and treatment 09-Oct-2025

Summary: Ms Y complains the Council, Care Provider and ICB failed to assess her mother for NHS Continuing Healthcare. We will not investigate the complaint because we cannot achieve the outcome Ms Y wants and parts of the complaint are premature.

Stamford Care Home (24 012 261d)

Statement Closed after initial enquiries Care and treatment 09-Oct-2025

Summary: Ms Y complains the Council, Care Provider and ICB failed to assess her mother for NHS Continuing Healthcare. We will not investigate the complaint because we cannot achieve the outcome Ms Y wants and parts of the complaint are premature.

Teesside Healthcare (24 020 449a)

Statement Closed after initial enquiries Care and treatment 24-Sep-2025

Summary: We will not investigate a council and care homes over the care of Mr X, Mrs X’s husband. Mrs X says the faults in care led to her husband’s death and for distress for her. There were faults admitted by the council and care homes. However, both organisations have taken action to prevent the faults happening for other care home residents. An investigation would be unlikely to find the faults caused Mr X’s death or achieve more for Mrs X than the work the council and care homes have already carried out.

NHS South West London ICB (24 000 449a)

Statement Upheld Care and treatment 28-Aug-2025

Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.