Blackburn with Darwen Council (23 007 966)

Statement Upheld Residential care 14-May-2024

Summary: Mr X complained about the treatment and care provided to his late mother, Mrs Y, by the Trust, Council and Practice, after Mrs Y was diagnosed with pneumonia. We found no fault by the Trust in its decision to discharge Mrs Y, although we found fault in its lack of communication with Mr X about this. The Trust provided an appropriate apology to Mr X and has taken reasonable steps to prevent recurrence. We found fault by the Council, in that the care home did not follow up a call to the Practice. We found the care home appropriately apologised and took reasonable steps to improve services. Regarding the complaint about the Practice, we found the Practice took appropriate action to prevent recurrence of the fault it had already identified, in not making a follow up call for a telephone consultation, and has apologised to Mr X.