Overview:

Summary

Mr M Mapara failed to act on Ombudsman's recommendations

What we found

We investigated a complaint about the residential services provided by the care provider Mr M Mapara to the complainant’s late father at St Bennetts Care Home, Leicester.

We found Mr M Mapara:

• disposed of the complainant’s lamp without telling him or his father, which was contrary to the terms and conditions of residence;
• failed to keep proper records of how the father wanted to communicate with his son;
• responded to the complaints himself rather than arranging for an independent person to do so and failed to respond to all the complaints made.

This made it harder for the complainant to communicate with his father, particularly during the pandemic, and he did not get a satisfactory response to his complaints.

The Ombudsman’s recommendations

Mr M Mapara has failed to agree to our recommendation to remedy the complainant’s injustice:

• pay the complainant £500 for the distress caused and having to bring their complaint to us.

Mr M Mapara’s response

Mr M Mapara says he has not done what we asked him to do because the company has ceased trading and there are no funds to place the company into administration.

We are not satisfied with what Mr M Mapara has done. Because, as we understand it, Mr M Mapara was a sole trader and, therefore, it would be for him to provide the remedy.

To hold Mr M Mapara to account for his actions we have taken the unusual step of publishing this Adverse Findings Notice.

The law says we can require Mr M Mapara to pay for publication of this notice. He has refused to do so. Therefore, we have published this notice ourselves and will recover our costs from him.

We will share this notice with the Care Quality Commission – the regulator for health and social care in England – to use in future inspections of Mr M Mapara. Find Care Quality Commission inspection reports for Mr M Mapara at https://www.cqc.org.uk/provider/1-101710520/services   

Who we are and how we work

The Local Government and Social Care Ombudsman investigates complaints about councils and adult social care providers. If we find fault that has caused injustice, we say what the council or care provider needs to do to put things right.

We are totally independent. Care providers almost always do what we ask. However, in this case, the adult social care provider, Mr M Mapara, (‘the Provider’) has refused to do what we have asked following our investigation about services he provided.

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