Wirral Metropolitan Borough Council (21 005 391)

Statement Not upheld Residential care 17-Mar-2022

Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

Stanhope Court Residential Care Home (21 005 391b)

Statement Not upheld Residential care 17-Mar-2022

Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

Brook House Care Ltd (21 017 157)

Statement Closed after initial enquiries Residential care 17-Mar-2022

Summary: We will not investigate Mrs B’s complaint about the actions of her mother’s, Mrs C’s, Care Provider. This is because we could not add to the Care Provider’s response or make a different finding even if we investigated.

Stoke-on-Trent City Council (21 009 113)

Statement Upheld Residential care 16-Mar-2022

Summary: We will not investigate this complaint about a care home losing Mrs Y’s belongings. The Council has agreed to our recommendation to remedy the outstanding injustice to Mr X, and to review and report to us about the care provider’s actions.

Devon County Council (21 015 389)

Statement Closed after initial enquiries Residential care 15-Mar-2022

Summary: We will not investigate this complaint about the actions of Mr B’s late wife’s Care Provider. This is because we could not add to the Care Provider’s response or provide a worthwhile outcome.

Nottingham City Council (21 015 353)

Statement Closed after initial enquiries Residential care 15-Mar-2022

Summary: We will not investigate this complaint about jewellery that went missing when Mrs X was a resident in a care home. That is because there are other bodies better placed to deal with the matter and further investigation would not lead to a different outcome.

Fridhem Rest Home Limited (21 005 332)

Statement Upheld Residential care 14-Mar-2022

Summary: Mrs B complained about the care Mrs C received during the last few months of her life. She also complained about restrictions on visiting arrangements for the family. We found fault with some of the personal care Fridhem failed to provide. Fridhem apologised to Mrs B and her family and this was a sufficient remedy for the injustice.

Care UK Community Partnerships Limited (21 004 728)

Statement Upheld Residential care 14-Mar-2022

Summary: There is no evidence of proper oral care for Mr X. Mr X incurred dental fees as a consequence which the care provider has reimbursed. There was poor maintenance of some fluid and hygiene records although their absence is mitigated by the detail in the daily records. Beyond the failure to provide the proper standard of oral hygiene, which the care provider has already remedied, there is no evidence the care provider’s actions caused injustice to Mr X.

Community Integrated Care (CIC) (21 007 182)

Statement Upheld Residential care 10-Mar-2022

Summary: Mrs X complains about the care her late grandmother, Mrs Y, received at St Catherine’s Care Home, which is run by Community Integrated Care (CIC). CIC accepts the Care Home did not keep proper records of the care provided for Mrs Y and did not assess all her needs properly. This means it cannot evidence all the care provided for Mrs Y and is unlikely to have met all her needs properly. This has caused avoidable distress to her family. CIC needs to apologise, make a symbolic payment to her family and take action to prevent similar failings.

Caring Homes (TFP) Group Ltd (21 013 465)

Statement Closed after initial enquiries Residential care 09-Mar-2022

Summary: Mrs X complained about the way the Care Provider treated her and the care it provided to her grandmother. We will not investigate Mrs X’s complaint. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. It is unlikely we could add to the Care Provider’s response or achieve the outcomes Mrs X wants.