LGO Individual Decisions

Summary: We will not investigate Mrs X’s complaint about increased Care Provider fees because there is not enough evidence of fault to justify investigation.

Summary: We will not investigate this complaint about fee increases for privately arranged residential adult social care. This is because investigation is unlikely to lead to a different outcome. On our ordinary reading the Care Provider has acted in line with its contract. A court would need to decide if the Care Provider has breached its contract or its terms are unfair.

Summary: We will not investigate Mrs X’s complaint about the care her late father, Mr Y, received at a residential care home. This is because the Care Provider has investigated and responded and we are satisfied further investigation by us would not lead to a different outcome.

Summary: We will not investigate this complaint about adult social care in a residential care home. The Care Provider has accepted failings in communication and record keeping, has apologised, and has spoken with staff to improve service. It is unlikely an Ombudsman investigation would add to this or lead to a different outcome.

Summary: We found staff from the Nursing Home failed to take Mrs U to the toilet when she asked. The Nursing Home also did not keep full and accurate records. By not taking Mrs U to the toilet when she asked staff were not adhering to her care plan and this affected her human right to be treated with dignity. Poor record keeping hindered our investigation and means we cannot provide Mrs U’s daughter, Ms M, with a clear answer to her complaint. We also found the Council did not update its access system and sent a male carer which was not in Mrs U’s care plan. We are satisfied with the steps it