London Borough of Merton (20 007 386)

Category: Adult care services Date: 10-Aug-2021

Summary

Mrs X complained the Council moved her aunt, Ms Y, into a residential home without notifying her or her husband Mr X. Mrs X further complained that when Ms Y later died in hospital, the Council again failed to inform her family. Mrs X said because of this she and Mr X lost the chance to say goodbye to Ms Y or help with her funeral arrangements, which caused them significant distress and upset. There was fault when the Council failed to notify Mr and Mrs X after Ms Y moved into residential care and did not follow the correct process when it cleared Ms Y’s home of its contents. The Council has agreed to provide an apology and remind its staff of the importance of the contacting next of kin when a service user is moved into residential care. This is a satisfactory resolution which addresses the fault identified.

Service improvements

London Borough of Merton (20 004 448)

Category: Adult care services Date: 29-Jun-2021

Summary

Ms X complains the Council failed to assess her father’s (Mr Y’s) needs properly, failed to identify an indicative personal budget or agree a final budget. The Council failed to meet Mr Y’s needs after his capital fell below £23,250 and failed to assess the risk to him from moving to another care home. This left him paying for his own care when the Council should have been helping to fund it. It should refund Mr Y, apologise to his daughter and pay her financial recompense.

Service improvements