LGO Individual Decisions

Summary: Ms D complained about the standard of care given to her mother, Ms X, by the care provider while Ms X lived in Field House Residential Care Home. She also complained that Ms X’s belongings went missing. She said that as a result Ms X will have suffered distress and will have not had the quality of life she should. There was fault and to remedy the injustice caused the care provider should make a payment to Ms D.

Summary: Ms D complained the care provider increased the charges for her mother’s care without following the process set down in the contract. And that the increase was not justified. She said that as a result Ms X was charged too much and was threatened with eviction when they did not pay the increased charge. She also complained about how the care provider dealt with a request for continuing healthcare (CHC) funding and responded to the complaint correspondence. There was fault by the care provider which caused injustice for which it will apologise.