Caring Homes Healthcare Group Limited (15 006 620)
Summary
Complaint from a man about the quality of care provided to his late wife. She had a week's respite stay at Huntercombe Hall Care Home. The care home is owned and operated by Caring Homes Healthcare Group Limited.
The complaint
The complaint also relates to the process of a safeguarding investigation undertaken by the council into the care the woman received at Huntercombe Hall Care Home.
Finding
The Ombudsman upheld the complaint and found fault causing injustice
Recommendations
The care provider should:
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provide the man with a full written apology for its failure to provide adequate care to his wife;
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apologise to the man for its failure to deal properly with his complaint; and
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waive the full fee for the woman's stay at the care home.
The council should pay the man:
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£250 for his time and trouble pursuing this complaint; and
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£500 for his distress.
During the investigation the council has voluntarily implemented robust and extensive improvements to its policies and procedures. The council has also written to the man to provide him with a full written apology for its failings and set out the action it has taken as a result.
Ombudsman satisfied with care home's response: 28 July 2016