LGO Individual Decisions

Summary: Mr X complained about a live in carer’s treatment of Mr Y following an accusation Mr Y had used a racial slur towards the carer. Mr X complained the carer was negligent and deliberately mistreated and isolated Mr Y in his own home, causing him a great deal of distress. We have ended our investigation as we cannot achieve a worthwhile outcome from further investigation as we are unlikely to be able to achieve the remedy Mr X wants.

Summary: We will not investigate Miss X’s complaint about the Care Provider’s handling of her grandmother’s care. The Care Provider has investigated Miss X’s concerns, upheld her complaint, apologised and offered to waive care and cancellation charges. We could not add to the Care Provider’s responses by investigating the matter further.

Summary: The care provider did not apply the contract terms properly and has now agreed to refund the relevant notice period. The care provider has also now apologised to Mrs X for its handling of this matter and offered a sum recognising the time, trouble and distress she was caused in pursuing this.

Summary: We will not investigate this complaint about overpayment for adult social care at home. This is because the Care Provider has agreed to refund the overpayment. We are satisfied with the actions the Care Provider has agreed to take and it is unlikely an investigation would achieve anything further.

Summary: We will not investigate this complaint about defamation of character. The outcomes sought can only be determined in court, and it is reasonable to expect Ms B to take that action.

Summary: Ms C complained she was unhappy with some of the aspects of the support she received at home from the care provider, which she said resulted in distress to her. We found there was no fault with the provider’s decision to give notice, but there was fault with two of the other issues Ms C complained about. The provider has agreed to apologise to Ms C and share the lessons learned with its staff.

Summary: We will not investigate Mrs X’s complaint about the care provider charging her father for cancelled care calls when he was in hospital. This is because there is no sign of fault by the care provider.