Care and treatment


Recent statements in this category are shown below:

  • Hartcliffe Nursing Home (23 012 440a)

    Statement Closed after initial enquiries Care and treatment 02-Feb-2024

    Summary: We will not investigate Ms X’s complaint about Hartcliffe Nursing Home’s actions before and after Mr Y’s admission to hospital. We are unlikely to achieve a different outcome for her.

  • NHS Surrey Heartlands ICB (23 001 210a)

    Statement Upheld Care and treatment 24-Nov-2023

    Summary: We have upheld Mrs Y’s complaints about the way Surrey County Council (the Council) and NCH Surrey Heartlands Integrated Care Board (the ICB) dealt with her brother Mr X’s care and communicated with her family. We have recommended remedies for Mrs Y and four family members. We have also recommended service improvements to prevent similar faults affecting others. The Council and ICB have accepted our recommendations, so we have completed our investigation.

  • Harrier Lodge (22 015 550a)

    Statement Upheld Care and treatment 23-Nov-2023

    Summary: Mrs E has complained about a nursing home in relation to the care of her husband, Mr E. I found fault with the Home in managing Mr E’s nutrition and personal hygiene and the Home has now carried out service improvements to address these faults. I did not find fault with the other issues in this complaint.

  • Care UK Community Partnership (22 015 550b)

    Statement Upheld Care and treatment 23-Nov-2023

    Summary: Mrs E has complained about a nursing home in relation to the care of her husband, Mr E. I found fault with the Home in managing Mr E’s nutrition and personal hygiene and the Home has now carried out service improvements to address these faults. I did not find fault with the other issues in this complaint.

  • 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.

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