LGO Individual Decisions

Summary: Miss X complained about the way her mother’s care home dealt with a financial contribution it received from a council towards care fees. We found the Care Provider’s actions caused Miss X and her mother an injustice. Miss X suffered significant avoidable distress, frustration and uncertainty. Her mother paid too much towards her care fees. To remedy the injustice caused, the Care Provider has agreed to refund overpaid fees, apologise to Miss X and review its contract and complaints policy.

Summary: Mr X complained that the Care Provider unfairly banned him from visiting his mother following an incident. We did not find the Care Provider was at fault because it had to consider the welfare of its staff and other residents, and it offered Mr X a less restrictive option that he chose not to accept.

Summary: Mr X’s condition deteriorated while he was at the home for respite care. There is some evidence this was due to poor care and treatment on the part of the care provider. There was also an unexplained pressure sore on discharge which the care provider did not notice. The care provider should apologise to Mr X and Mrs A, pay them a sum in recognition of the distress caused and take steps to improve its processes in several key areas.