LGO Individual Decisions

Summary: There was fault in the quality of care provided to Mr X’s late grandfather Mr Y by the care home. It failed to carry out a thorough pre-assessment, delayed taking action when Mr Y’s food and fluid intake reduced and failed to properly assess and respond to Mr Y’s risk of falls. It also delayed billing Mr X. The care provider has agreed to apologise to Mr X for the distress and uncertainty this caused and confirm it has cancelled the bill. It has already taken action to prevent recurrence of the faults.

Summary: We will not investigate Mr X’s complaint about the late Mrs X’s respite stay at a care home in 2024 and it not allowing them to comment on an external report. It is unlikely investigation by us could add to the care provider and safeguarding investigations nor reach a different outcome. We cannot now remedy any injustice to Mrs X, and the personal injustice caused to Mr X by the matters complained of is not sufficiently significant to warrant us investigating.