LGO Individual Decisions

Summary: Mr X complained about the quality of care provided to his late mother Mrs Y in a care home. We have ended our investigation as the complaint relates to events from 2020 and 2021. Mr X could have complained to us sooner and an investigation now is unlikely to achieve a worthwhile outcome.

Summary: Miss X complained about the care HC-One Limited provided to her friend Mr Y during his stay at a care home. HC-One Limited was at fault for failing to produce adequate care plans or offer care to meet Mr Y’s needs. This caused Mr Y distress and uncertainty. It was also at fault for failing to consider whether to contact Miss X about Mr Y’s refusal to accept some care. This caused her distress. HC-One will pay Mr Y £200 and Miss X £100 in recognition of that injustice. It has already taken some action to prevent the fault occurring again, but it will also remind staff they must offer t