The Ombudsman's final decision
Summary: We will not investigate this complaint about a care home’s actions. This is because it is unlikely an investigation will lead to a different outcome as there is insufficient evidence of fault.
The complaint
Mrs X complains on behalf of her aunt, Ms B. Mrs X complains: There was poor communication between Ms B’s care home and the family regarding Ms B’s discharge from hospital.
The care home did not ensure all necessary arrangements were in place before accepting Ms B back to the home.
The care home failed to provide adequate support to help Ms B complete her physiotherapy exercises.
The care home failed to assess Ms B for pressure care.
The Ombudsman’s role and powers
We investigate complaints about adult social care providers. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe it is unlikely further investigation will lead to a different outcome. (Local Government Act 1974, sections 34B(8) and (9))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
In the care home’s complaint response, it noted the following: Records showed there was communication between the home and Ms B’s family before Ms B was discharged from hospital.
The hospital told the care home the only referral Ms B needed was a referral to the community physiotherapist. The care home told Mrs X it could not make the referral as the physiotherapy service would only accept a referral from a GP.
Ms B was seen by a community physiotherapist. In between the visits, the physiotherapist left Ms B exercises to complete. Some of these exercises she could complete on her own, others she needed support from care home staff. Care records showed Ms B did complete some of her exercises. However, other times, Ms B refused to complete the exercises. As Ms B had capacity, it was her decision not to complete the exercises and the care home could not force her to complete them.
The care home did complete assessments to assess Ms B’s risk for developing pressure sores. It also confirmed it had a care plan in place to manage the risks to Ms B. With regards to a wheelchair assessment, Ms B had now been referred for an assessment. However, it was for the physiotherapist to have decided if this was necessary.
I have carefully considered Mrs X's complaints and the care home's response and do not consider there is sufficient evidence of fault in how it dealt with the issues Mrs X raises. Therefore, it is unlikely any further investigation would lead to a different outcome.
Final decision
We will not investigate Mrs X’s complaint because it is unlikely an investigation will lead to a different outcome as there is insufficient evidence of fault.
Investigator's decision on behalf of the Ombudsman