LGO Individual Decisions

Summary: We will not investigate Mrs X’s complaint about the care provider not including her late mother Mrs Y’s wedding ring on her property inventory, and about the loss of the ring. There is not enough evidence the care provider’s inventory error led to the ring’s loss and the upset that caused Mrs X. There is no different outcome an investigation by us would achieve. It would be reasonable for Mrs X to pursue the legal liability finding she seeks against the care provider by claiming against its insurers and taking the matter to court.

Summary: We will not investigate this complaint from Mrs X complaining the Care Home failed to refer her late relative for a ‘fast track’ Continuing Health Care assessment promptly. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Care Home has provided a remedy in line with our Remedies guidance, and we are unlikely to add anything more.

Summary: We will not investigate this complaint about the Care Provider failing to manage Mr Y’s pain properly at the end of his life. We could not add to the investigation that has already taken place, and we could not provide a meaningful outcome for Ms X.

Summary: We have found fault in the way the Home communicated with Ms C’s family and in its record keeping. There were incidents when the care was not delivered in line with the care plan. The Home has agreed to apologise to Ms B and Ms C and pay a financial remedy.

Summary: We will not investigate this complaint about staffing levels at a care home. The Care Quality Commission is the regulator of care services and is better placed to consider the concerns.

Summary: There was fault in the way the Home communicated with Mrs B and provided her with updates. The Home has agreed to apologise to Mrs B and pay her a small sum to reflect the distress caused.