Summary

Adverse findings notice issued because The Albemarle Rest Home Ltd failed to provide the remedy recommended by the Ombudsman following an investigation. 

The complaint

A man complained about the administrative actions of Albemarle Rest Home Limited, over specific points of care for his mother.

Recommendations

The Ombudsman recommended that Albemarle:

• ensure it has 'do not attempt resuscitation' (DNAR) decisions clearly recorded on individual files and the DNAR form accompanies residents when they transfer to another care service
• develop a clear procedure for monitoring the administration of medication and ensure checks are in place to reduce the risk of human error to a minimum and learning takes place when a mistake does occur
• look at its complaints handling process with a view to ensure it takes a neutral approach to investigating complaints and providing a neutral response.

Albemarle objected to the decision and so we conducted an internal review. This confirmed the decision was reasonable and the recommendations sensible and proportionate. It was informed of the outcome of the review on 3 February 2016 and was given a further month (until 4 March 2016) to provide us with evidence of compliance with the recommendations. A further reminder was sent on 22 February. To date no evidence has been provided.

The Ombudsman is not happy with the action of Albemarle. There does not appear to have been any reflection on the Ombudsman's findings and thus no evidence of having an appreciation of the injustice caused.

It is for these reasons that the Ombudsman is requiring the publication of this adverse findings notice.

 

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