LGO Individual Decisions

Summary: The Care Provider failed to update Mrs Y’s care plan to reflect a change in her care needs around continence. There was also a failure to ensure Mrs Y saw a chiropodist regularly. This caused avoidable distress for which the Care Provider has apologised, completed staff training and introduced a new policy around continence care. This action is appropriate and so there is no need for us to make any recommendations. We did not uphold complaints about poor oral care or a failure to obtain treatment for a urine infection.

Summary: We will not investigate Mr X’s concerns about how his complaint about his relative’s missing jewellery was handled by the Care Home. This is because we are unlikely to be able to add to the investigation already carried out and because Mr X has a remedy via court.

Summary: We will not investigate this complaint about a Care Provider deregistering a temporary resident from their usual Doctors practice. The Care Provider has explained why this happened. It has apologised for not telling the complainant, which caused surprise, worry and frustration when they tried to get their medication. It also caused time and trouble having to reregister. The Care Provider sent flowers and offered a discount off a future stay. It is unlikely an Ombudsman investigation would achieve anything further. The Care Provider’s actions are sufficient to acknowledge the impact.

Summary: We will not investigate this complaint about adult social care during a short respite break at a care home. The Care Provider accepted some fault, apologised, offered £200, and gave staff training to improve future service. We are satisfied with its actions in response to the complaint, and it is unlikely we would achieve anything further.

Summary: Ms T complained about the way Barchester Healthcare Homes dealt with payment for her father’s care. We found the Council is at fault in its communication with Ms T. Barchester Healthcare Homes has recognised this and apologised. It has also agreed to make a symbolic payment to Ms T in recognition of the impact on her.

Summary: We will not investigate this complaint about the Care Provider’s management of Mrs Y’s medication. This is because there is insufficient evidence of injustice caused by any fault in its actions, and in any event it is unlikely we could achieve a different or more meaningful outcome.

Summary: Mr X complained low staffing levels meant his mother, Ms Y, received inadequate care during a two-week period at a care home run by Barchester Healthcare Homes Limited. The Care Provider was at fault for failing to have records of checking on Ms Y for several nights and for failing to alert staff of her increased need for support. This caused Mr X avoidable frustration and uncertainty for which the Care Provider will apologise. It will also provide evidence it has carried out staff training and issued reminders.

Summary: We will not investigate this complaint about security measures in a care home. This is because the Care Provider’s actions do not cause a significant enough injustice to justify an Ombudsman investigation.

Summary: We will not investigate Mrs X’s complaint about the actions of Mrs Y’s Care Provider in 2022 as her complaint is late.

Summary: We will not investigate Mr X’s complaint about the standard of care provided to his mother-in-law by her care home. This is because an investigation would not lead to any different findings or outcomes.

Summary: Mrs X complains, on behalf of her father, Mr Y, Barchester Healthcare Homes Limited mishandled the pre-admission process and failed to ask relevant questions before her father moved into in the home. She says the Care Provider failed to engage with her or social services to complete a re-assessment. Mrs X also complained the Care Provider took a long time to respond to the complaint and provided inaccurate information. Mrs X says the complaint procedure was not completed in accordance with the policy. Mrs X feels both she and her father have been caused distress. We have found fault w

Summary: We will not investigate this complaint about the level of care provided to Mrs X’s mother by a care home. This is because we do not consider Mrs X to be a suitable representative.

Summary: Mrs F complained the Care Provider failed to provide acceptable care to her father during his stay at its care home. She also says it failed to properly organise family contact and visits and it discharged him from the care home when he had COVID-19. We find the Care Provider failed to maintain complete records. The Care Provider has agreed to our recommendations to address the injustice caused.

Summary: We will not investigate the way Mr C’s Care Provider treated his sister Ms D. This is because

Summary: Mrs C complains about the standard of care provided by the Care Provider. The Care Provider is at fault for failing to retain and record interventions which has caused uncertainty about whether it cared for Mrs C’s mother, Mrs D, properly. The Care Provider has accepted some fault, apologised, agreed to pay Mrs C £500, and take action to improve future practice. To reflect the further faults I have found, the Care Provider has agreed to make further service improvements including reminding staff about recording contemporaneous daily records and completing nutrition and toileting plans

Summary: There is no evidence the care provider failed to provide a good standard of care to Mrs X.

Summary: Mrs D complains about the standard of care and support her father (Mr H) received while in residential care. Among other things, Mrs D says the Care Provider failed to meet Mr H’s health and care needs and provided him medication he was not prescribed. We found some fault by the Care Provider in relation to its record keeping and care notes. However, there is no evidence to suggest Mr H suffered an injustice as a result of the fault identified. That said, the fault did cause Mrs D an injustice and so we have made a number of recommendations for the Care Provider to remedy this. We did

Summary: Mrs J complained about the care her mother received while she was resident at Meadowbeck Care Home operated by the Care Provider. Among other matters, Mrs J complained she had only very limited opportunity to visit her mother before she died of COVID-19 in May 2020. We uphold the complaint finding Mrs J was caused injustice through distress, expressing concern at the Care Provider’s policy towards end of life visits for residents with COVID-19. We make recommendations at the end of this statement for how the Care Provider can remedy this injustice.

Summary: We will not investigate this complaint about how the care the complainants husband received in his care home between 2016 and early 2020. This is because the events happened too long ago and I see no good reason to exercise discretion and investigate them now.

Summary: We will not investigate this complaint about the Care Provider’s contingency plans should the lift in one of its care homes not be available. This is because there is not enough evidence of fault and it is unlikely we could add anything to the response the complainant has already received.

Summary: Mrs X complains about Barchester Healthcare Homes Limited’s annual 5.9% increase in Mr Y’s care home fees. We cannot criticise Barchester over the annual fee increase.