Suffolk County Council (21 010 880)

Category: Adult care services Date: 26-Jun-2022

Summary

The Council failed to notify Mrs X correctly of the charges payable for her care. Mrs X received the care and owes a debt to the Council for it: however, the Council acknowledges that its failing lost the family the opportunity to change the care provided, and will make a payment in recognition of that and of the stress and inconvenience caused.

Service improvements

Suffolk County Council (21 007 224)

Category: Adult care services Date: 21-Jun-2022

Summary

Mr X complains about the care the late Mr Y received in Highfield House Care Home and the safeguarding enquiry it undertook. Mr X says Mr Y was subject to incidents of abuse from care workers and although he was told the Council was investigating with Police, he heard nothing. We find the Council was at fault because of the incidents Mr Y experienced and the lack of communication with Mr X. It has agreed to apologise to Mr X, pay him £200 and take action to prevent similar problems in future.

Service improvements

Suffolk County Council (21 002 128)

Category: Adult care services Date: 09-Jan-2023

Summary

Ms X complained the Council failed to provide her with adequate care and support. We found fault with the Council for failing to complete a suitable review of Ms X’s care needs and delays in providing direct payments. The Council agreed to our recommendation to backdate Ms X’s care fees for her missed therapy support, apologise to Ms X and pay her £300 for the distress and inconvenience caused. The Council also agreed to provide training to staff about the importance of accurate record keeping.

Service improvements

Suffolk County Council (21 003 447)

Category: Adult care services Date: 08-Mar-2022

Summary

Mr X complained on behalf of Mr Y about the Council’s changes to his direct payment and support plan when it removed mileage costs and acupuncture. He said this caused Mr Y much stress and it created a shortfall in his account. We find the Council was not at fault in deciding not to fund these, but it did not make this clear to Mr Y in the case of the mileage costs for years. The Council has agreed to apologise and backdate the allowance to 30 September 2020 (the point where it has clear evidence Mr Y was told it would no longer be allowed).

Service improvements

Suffolk County Council (21 002 940)

Category: Adult care services Date: 17-Feb-2022

Summary

Mr X complained the Council changed and suspended his son, Mr Y’s, direct payments during 2020 without adequate communication or explanation. The Council was at fault for failing to pay Mr Y’s respite payment since 2020 despite it being an assessed care and support need. The Council agreed to apologise and pay Mr X a total of £500 to recognise the frustration, uncertainty, time and trouble and loss of opportunity that caused. It agreed to reinstate the respite payment. An administrative error also meant Mr Y did not receive his direct payment during October 2020. The Council has already apologised to Mr X and paid the missing amount which is a suitable remedy.

Service improvements

Suffolk County Council (21 001 703)

Category: Adult care services Date: 03-Mar-2022

Summary

Ms X complained that carers dropped her while lifting her using a hoist. She said the hoist strap was not securely attached. Ms X also complained about the way the Council responded to her complaint about the incident, and that it did not contact her for weeks afterwards. Ms X said being dropped caused her injury, and she is now reluctant to engage with care services because of a lack of trust. She also said the Council’s response made her feel dismissed. We find the Council at fault for the way it conducted its enquiry. This caused Ms X injustice because it denied her an opportunity to be involved in the process and give her version of events, and it caused uncertainty. The Council has agreed to apologise to Ms X and make improvements to its service.

Service improvements

Suffolk County Council (20 008 176)

Category: Adult care services Date: 12-Jan-2022

Summary

Mrs X complains the Council delayed in completing a financial assessment in respect of her mothers’ contribution towards the cost of her residential care. As a result, Mrs Y continued to pay private fees for longer than necessary. We have found the Council to be at fault. To remedy the injustice caused the Council has agreed to apologise, refund the overpaid fees and make a payment to recognise the distress and time and trouble caused to Mrs X.

Service improvements