Athena Healthcare (Park Road) Limited (24 007 255)

Statement Closed after initial enquiries Residential care 06-Mar-2025

Summary: We will not investigate this complaint about the Care Provider’s response to a request for information and its response to Mr X’s contact. The Information Commissioner’s Office is best placed to deal with complaints about how organisations handle requests for information. There is insufficient evidence of fault by the Care Provider in its related actions.

North Northamptonshire Council (24 007 645)

Statement Upheld Residential care 06-Mar-2025

Summary: Mrs Y complains a care home wrongly charged her for her family member’s respite stay. She says this caused her financial strain and avoidable and unnecessary distress. The Ombudsman finds the Council at fault which caused injustice. The Council has agreed to make a payment to Mrs Y.

Lancashire County Council (24 004 712)

Statement Upheld Residential care 06-Mar-2025

Summary: Mrs X complained about the standard of care her mother (Mrs Y) received in a council commissioned residential care home. She also complained the Council delayed completing the subsequent safeguarding investigation. The Council was at fault as it took 6 months to complete the safeguarding investigation and found the Care Home failed carry out some of Mrs Y’s care in line with her care plan. The Care Home also delayed making referrals on Mrs Y’s behalf for her health. This has caused distress, frustration and uncertainty about the care Mrs Y was receiving. The Council has agreed to apologise and make a symbolic payment to acknowledge the injustice caused.

Roseland Care Limited (24 016 009)

Statement Closed after initial enquiries Residential care 05-Mar-2025

Summary: We will not investigate this complaint about adult residential care. The Care Provider failed to tell the resident’s family about changes to medication and failed to keep all care records. The Care Provider has apologised, which is suitable action. The care home has closed and the complainant’s relative no longer lives there, so there is no ongoing risk. It is unlikely the Ombudsman would achieve anything further by investigation.

Barchester Healthcare Homes Limited (23 018 749)

Statement Upheld Residential care 05-Mar-2025

Summary: There was fault in the way the care home communicated with Mr B about the care it provided to his wife, its record keeping, and its care planning. This fault has caused distress and the Home has agreed to apologise, pay a financial remedy and carry out a service improvement.

Portsmouth City Council (24 014 145)

Statement Closed after initial enquiries Residential care 28-Feb-2025

Summary: We will not investigate Mrs X’s complaint the Council failed to provide her with her mother’s complete care records. This is because the complaint is late and there are no good reasons to exercise discretion to consider the late complaint. In addition, there is insufficient evidence of fault.

City of Bradford Metropolitan District Council (24 000 904)

Statement Upheld Residential care 28-Feb-2025

Summary: Mrs Y complained that her late father, Mr W, experienced avoidable injuries during his short time at a Council commissioned residential care home. She also says that staff did not communicate with her properly about the incident and did not properly investigate. We find the home failed to properly assess Mr W’s risks and at the frequency agreed in his care plan. Although we cannot say that Mr W’s fall was preventable, the fault has caused uncertainty for which the Council should apologise and make a symbolic payment for. The home has already implemented some service improvements following Mrs Y's complaint.

Nottinghamshire County Council (24 016 171)

Statement Closed after initial enquiries Residential care 27-Feb-2025

Summary: We will not investigate this complaint about adult social care provided on behalf of the Council. It is unlikely we could add to the care provider’s investigation or reach a different or worthwhile outcome. We cannot achieve the outcome the complainant wants as we cannot make findings of neglect or hold an organisation responsible for a death.

Able Care (Menwinnion) Limited (24 015 673)

Statement Closed after initial enquiries Residential care 26-Feb-2025

Summary: We will not investigate Mrs X’s complaint about the Care Provider refusing to give her a refund for her husband Mr X’s respite stay which did not happen. There is not enough evidence that actions or inactions by the Care Provider caused injustice to Mr and Mrs X to warrant us investigating.

Kingsley Healthcare (Birmingham) Limited (24 014 535)

Statement Closed after initial enquiries Residential care 25-Feb-2025

Summary: We will not investigate this complaint about a care provider allegedly failing to meet the complainant’s mother’s care needs while in residential care. The complainant says her mother was neglected and that her weight declined significantly leading to her being admitted to hospital where she later died. There is insufficient evidence of any of the care provider’s action falling short of the CQC’s Fundamental Standards for care, or Mrs Z being caused an injustice.