LGO Individual Decisions

Summary: Mrs D complained about the oral care provided to Mrs B while she was in a care home, how medication was administered and failure to communicate with her. The care provider failed to follow its policy on oral care, failed to inform Mrs D when a tooth fell out and misled her about whether it would send the further response to her complaint. An apology, writing off some care fees, payment to Mrs D and a reminder to staff is satisfactory remedy.

Summary: We will not investigate this complaint about adult social care at the end of life. The Care Provider failed to treat its resident with dignity and respect following death. The Care Provider has taken action to improve service and apologised to the family for their distress pursuing a complaint. It is unlikely an Ombudsman investigation would lead to a different outcome.

Summary: Mr U complains that despite his warnings, the care provider left his wife unsupervised near to another resident. This led to his wife falling and breaking her leg. He says the care provider should pay for the cost of adaptations to their home. We uphold the complaint. But we do not agree the fault led to the direct need for the home adaptations. The care provider has agreed to our recommendations to remedy the uncertainty caused by the fault.