Summary: We will not investigate this complaint about adult social care support at home. This is because the Care Provider has thoroughly investigated and responded to the complaint, and it is unlikely we could add to that investigation or reach a different outcome.

The complaint

1. Ms D says the Care Provider neglected her relative, Ms E. Ms D visited and found Ms E weak, incoherent and soiled. Ms D says the bathroom was dirty and there was mouldy food in the fridge. Ms E went to hospital and died a few months later. Ms D and her family are upset and distressed by what happened to Ms E.

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The Ombudsman’s role and powers

2. 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:

• the action has not caused significant enough injustice to the person who complained to justify our involvement, or
• it is unlikely we could add to any previous investigation by the care provider, or
• it is unlikely further investigation will lead to a different outcome.

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

3. I considered information provided by the complainant and the Care Provider.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Precious Support Services Limited (the Care Provider) supported Ms E to remain independent in her own home. The Care Provider has thoroughly investigated Ms D’s concerns by looking at its care records and interviewing the relevant care staff. There is no evidence to support Ms E was in the condition Ms D describes when the care workers left her. So, the Care Provider can only infer what happened to Ms E took place between the care visit and Ms D’s visit.
6. The Care Provider has taken learning from the complaint and has explained this to Ms D.
7. It is unlikely the Ombudsman could add to this investigation or reach a different outcome as we rely on the available evidence of the care records and the witness statements.

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Final decision

8. We will not investigate Ms D’s complaint because it is unlikely we would add to the Care Provider’s investigation or reach a different outcome. Although it is upsetting for Ms D that would not justify an Ombudsman investigation, especially where it is unlikely we could achieve any worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman