Sunderland City Council (22 005 590)

Category: Adult care services Date: 13-Mar-2023

Summary

Ms X complained about poor care provided to her mother, Mrs Y, whilst at two Council-commissioned care homes between March and May 2022. She says the poor care caused her and her mother distress and contributed to her mother’s death. There was fault in one care home’s record keeping and in how the Council handled Ms X’s complaint. The Council has agreed to apologise to Ms X for the frustration and uncertainty caused and act to improve its services.

Service improvements

Sunderland City Council (22 001 205)

Category: Adult care services Date: 22-Dec-2022

Summary

Mrs X complained about the care provided to her mother, Mrs Y, at a Council commissioned care home. The care provider was at fault for not having proper records of the care it gave to Mrs Y. There was also fault in the care it gave to Mrs Y before she went to hospital. This impacted Mrs Y’s dignity and comfort and caused Mrs X distress and uncertainty about the care provided. The care provider has acknowledged these concerns. The Council have agreed to provide Mrs X and Mrs Y with a financial remedy to properly recognise the injustice and take action to improve the care home’s record keeping.

Service improvements