LGO Individual Decisions

Summary: Mrs X complained about the visiting arrangements Calsa Care Ltd had in place during the COVID-19 pandemic, its refusal to award her essential care giver status and its decision to give her mother, Mrs M, notice. She also complained about the care Mrs M received at the end of her life. The care provider was at fault for poor record-keeping although it is not possible to determine if this caused Mrs X or Mrs M personal injustice. It has agreed to make service improvements to prevent a reoccurrence.

Summary: Mr C complains the Care Provider did not support his mother properly which led to her premature death. The Care Provider sought medical advice when needed and monitored Ms D’s health adequately. It did not however monitor Ms D’s food and fluid intake or properly consider visits in Ms D’s room. This has caused Mr C uncertainty the Care Provider could have done more to support Ms D. To remedy the complaint the Care Provider should apologise to Mr C and pay him £250. It should also remind staff and review procedures about when it completes nutrition charts.