Owlett Hall Care Home (22 008 515a)

Statement Upheld Care and treatment 25-Jun-2023

Summary: Mrs B complains about nursing care provided to her mother Mrs C by the Nursing Home, about information the Council gave her about nursing home options, and how the Council handled a safeguarding referral. The Nursing Home has already taken some action to prevent recurrence, apologised to Mrs C and her family, and waived its fees. We found the Nursing Home did not keep detailed records about taking a urine sample, leaving Mrs B with uncertainty over what happened during this time. We also found the Council did not communicate clearly with Mrs B about safeguarding, and a delay in sending her the provider enquiry report. This meant Mrs B missed an opportunity to raise her concerns at the time. The Council and the Nursing Home have agreed to take action to address the injustice.

NHS Leicester, Leicestershire and Rutland Integrated Care Board (22 013 671a)

Statement Closed after initial enquiries Care and treatment 15-Mar-2023

Summary: The Ombudsmen will not investigate a complaint about a care provider or a Council’s safeguarding procedure because it is unlikely we would achieve a different outcome. We will not investigate an Integrated Care Board because there is insufficient evidence of fault with how it considered its continued commissioning of care from a care provider.

Saints Home Care Services (22 013 671b)

Statement Closed after initial enquiries Care and treatment 15-Mar-2023

Summary: The Ombudsmen will not investigate a complaint about a care provider or a Council’s safeguarding procedure because it is unlikely we would achieve a different outcome. We will not investigate an Integrated Care Board because there is insufficient evidence of fault with how it considered its continued commissioning of care from a care provider.

Church Farm Care (22 001 037a)

Statement Upheld Care and treatment 21-Feb-2023

Summary: Miss C has complained about a Home, Council and a Dementia Outreach Service about the care of her late mother, Mrs D. We found fault with the Home with oral care and nutrition and the Council in Mrs D’s move to a new care home. We did not find fault with Dementia Outreach.

Church Farm Care (22 001 037b)

Statement Upheld Care and treatment 21-Feb-2023

Summary: Miss C has complained about a Home, Council and a Dementia Outreach Service about the care of her late mother, Mrs D. We found fault with the Home with oral care and nutrition and the Council in Mrs D’s move to a new care home. We did not find fault with Dementia Outreach.

NHS Suffolk and North East Essex ICB (22 010 538b)

Statement Not upheld Care and treatment 08-Feb-2023

Summary: We find no fault in the efforts a Trust, a Council and an ICB made to transfer a woman with dementia from hospital to suitable post-hospital care. The organisations correctly kept the woman’s capacity under review and made proportionate steps to ensure they acted in her best interests.

Coventry & Warwickshire Clinical Commissioning Group (21 016 799b)

Statement Not upheld Care and treatment 17-Jan-2023

Summary: Ms C complained there was a lack of continuity in the homecare support provided to meet her partner’s care needs. This meant he was not supported with the equipment he needed for his medical condition. Ms C said as a result her partner’s life could have been at risk and, because she was the only person who could use the equipment, her return to work was delayed. There were failings in the care provider’s communication with Ms C and in the Council’s failure to provide a copy of the revised care plan. They will apologise to Ms C and pay her £200 to recognise her distress and inconvenience.

NHS Cheshire and Merseyside ICB (22 003 453a)

Statement Upheld Care and treatment 15-Dec-2022

Summary: We found fault by a Council and ICB as they failed to provide Mrs R with care and support to meet her assessed needs. The Council and ICB will apologise to Mrs R’s son, Mr P, and pay him a financial remedy in recognition of the distress this caused him. We found no fault by the Trust with regards to the care provided to Mrs R by the District Nursing service.

The Abbeys Care Home (21 009 384c)

Statement Not upheld Care and treatment 22-Sep-2022

Summary: Ms A complained about several organisations involved in her father, Mr D’s care, when his physical health and behaviour deteriorated towards the end of his life. Mr D had dementia. Ms A said failings in Mr D’s care meant his family were distressed by his deterioration. We found fault with a Council. and it agreed to take action to improve. We also found fault with an Ambulance Trust, but it has taken appropriate action to address this fault. We did not find fault with the other organisations.

NHS West Yorkshire Integrated Care Board (22 004 558a)

Statement Closed after initial enquiries Care and treatment 08-Sep-2022

Summary: We will not investigate Mr and Mrs X’s complaint about the action taken by the Council and the ICB after they raised safeguarding concerns about a Care Home. This is because further investigation by the Ombudsmen is unlikely to add to the Council and the ICB’s joint investigation. Further, we cannot achieve the outcomes Mr and Mrs X are seeking.