MOP Healthcare Limited (22 001 140)

Report Upheld Residential care 11-Apr-2024

Summary: The Local Government and Social Care Ombudsman investigated a complaint about residential services provided to the late Mr X. We found MOP Healthcare Limited: did not properly assess Mr X’s mental capacity after he attempted suicide; failed to process a Deprivation of Liberty safeguard application appropriately; took overly restrictive steps to deprive Mr X of his liberty by continuing 1-1 care despite his social worker and a Community Psychiatric Nurse advising less restrictive measures could be used to maintain his safety; charged Mr X an additional £2,520 a week for the 1-1 care. This meant Mr X was under constant supervision for the last 9 months of his life in Barrowhill Hall Care Home, even when on end-of-life care, due to a flawed capacity assessment. The complainant suffered significant distress and financial loss. The faults could also risk similar restrictions happening to other people.

Colleycare Limited (23 017 517)

Statement Closed after initial enquiries Residential care 01-Apr-2024

Summary: We will not investigate this complaint about how the Care Provider responded when Ms X raised concerns on two occasions. Investigation by the Ombudsman would not result in a different outcome, as the Care Provider has already addressed the issues sufficiently and there is insufficient evidence its actions caused a significant injustice.

Gloucestershire County Council (23 010 792)

Statement Upheld Residential care 01-Apr-2024

Summary: Mrs X complained her mother, Mrs T, did not receive proper care at a care home run by The Orders of St John Care Trust which was arranged and paid for by the Council. Mrs X said the care provider did not properly respond to her complaint about the matter and gave confusing accounts. We found the care provider gave conflicting information which caused Mrs X distress. It has already provided an appropriate remedy.

JK Healthcare Limited (23 010 163)

Statement Not upheld Residential care 28-Mar-2024

Summary: Ms X complains about the care provided to Mr Y at a care home. We have discontinued our investigation as it is not proportionate to investigate the complaint any further.

Barchester Healthcare Homes Limited (23 011 659)

Statement Upheld Residential care 27-Mar-2024

Summary: Mrs X complains, on behalf of her father, Mr Y, Barchester Healthcare Homes Limited mishandled the pre-admission process and failed to ask relevant questions before her father moved into in the home. She says the Care Provider failed to engage with her or social services to complete a re-assessment. Mrs X also complained the Care Provider took a long time to respond to the complaint and provided inaccurate information. Mrs X says the complaint procedure was not completed in accordance with the policy. Mrs X feels both she and her father have been caused distress. We have found fault with the Care Provider’s complaint handling and recommend it pay a small financial remedy.

MACC Care Limited (23 011 820)

Statement Upheld Residential care 26-Mar-2024

Summary: Mrs Z complains about the standard of care provided to her mother at Wolfrun Rose Care Home and the delay in responding to a complaint about this. We will not pursue the complaint about the standard of care because Mrs Z’s mother has died and so a personal remedy cannot be provided. There was fault in the complaint handling and the action already taken by the care provider is considered appropriate.

Kirklees Metropolitan Borough Council (23 009 454)

Statement Upheld Residential care 26-Mar-2024

Summary: Ms C complains the Council placed her mother in law, Mrs D in a care home rated “inadequate” by the Care Quality Commission where she went onto receive poor care. The Council is not at fault for the lack of choice in the care home; however the care home failed to properly assess Mrs D and its records are incomplete. To remedy the complaint the Council has agreed to apologise to Mrs D and Ms C and make symbolic payments to acknowledge the uncertainty caused by these failures. Through its commissioning role it will also review the care home’s record keeping, falls policy and how staff are trained to support people with communication needs.

Corner House Care Limited (23 018 277)

Statement Closed after initial enquiries Residential care 26-Mar-2024

Summary: We will not investigate Mrs B’s complaint about care provided to her late aunt, Mrs C. This is because further investigation could not make a finding of the kind Mrs B wants. Mrs C is now deceased so we could not provide her with a remedy even if we investigated and found evidence of fault.

Stockton-on-Tees Borough Council (23 013 736)

Statement Upheld Residential care 25-Mar-2024

Summary: There was fault by the Council’s care provider, Akari Care. It failed to keep complete and contemporaneous records. It did not establish what had happened at the first stage of its complaint response. It did not provide care to Mr X when he became distressed. This caused distress to Mr X and his friend who represents him. The Council has agreed to remedy the injustice caused.

Sandwell Metropolitan Borough Council (23 007 334)

Statement Upheld Residential care 21-Mar-2024

Summary: Mr X complained about the quality of care, the Council’s commissioned care provider, Bartholemew lodge nursing home Ltd, provided to his mother Mrs Z. We find the Council was at fault. This caused significant distress to Mrs Z and Mr X. To address this injustice caused by fault, the Council has agreed to apologise, make a symbolic payment and remind staff of the relevant guidance.