LGO Individual Decisions

Summary: Mr Y complains a care provider failed to notify him in writing of the additional care and support it provided to his mother, Mrs X. Mr Y then received an invoice with backdated charges for the period complained about. There is fault because the provider did not give written notification in accordance with Mrs X’s contract. However, the records show Mr Y received notification by telephone so the injustice arising from the fault is not significant enough to warrant any remedial action.

Summary: Mrs X complained about the COVID-19 protocols at her late mother, Mrs M’s, retirement village and the amount of time she received 1:1 care. There was no fault in the arrangements put in place by the Provider to prevent the spread of COVID-19 at the retirement village. The Provider was at fault when it failed to set clear review dates which led to some uncertainty. It has already said it should have reviewed Mrs M's package of care more promptly and waived some of the outstanding fees owed. The Ombudsman could achieve nothing further in the way of a personal remedy. The Provider was at