Council ‘at fault’ following ‘instances of poor care’

The Local Government and Social Care Ombudsman upheld a complaint against the council on March 16.

An individual, named as Mr X, complained about poor care delivered to his daughters by a care provider.

The council was found to be at fault ‘as there were instances of poor care delivered by the care provider which caused distress and avoidable time and trouble’ to Mr X and his family.

The Ombudsman said the council has agreed to ‘remedy the injustice’ to Mr X by apologising and making a payment of £750 to him.

Mr X complained that a care provider provided poor quality care to his daughters, Miss Y and Miss Z.

In particular, a carer placed Miss Y, Miss Z and their family ‘at risk’ as they ‘breached the national lockdown rules by visiting other parts of the country’.

Mr X ‘did not feel the care provider took the matter seriously’ when he raised it.

They also complained that carers did not care for Miss Y and Miss Z in accordance with their continence care plan when taking them on a day trip as they did not check whether there were accessible changing rooms. This meant Miss Y and Miss Z ‘were left for four to five hours in soiled clothes which worsened skin breakdowns and caused distress’.

Furthermore, they complained that carers did not regularly check Miss Y and Miss Z’s glucose readings which placed them ‘at risk’, and that the care provider and the council ‘failed to have sufficient oversight’ of the care package which ‘enabled carers to deliver poor care’.

As part of the agreed action, the Ombudsman said that when a council commissions another organisation to provide services on its behalf it remains responsible for those services and for the actions of the organisation providing them.

So, although the Ombudsman found fault with the actions of the care provider in addition to the council, it has made recommendations to the council.

The council was found to be ‘at fault’ as there were ‘instances of poor care’ delivered by the care provider which caused ‘distress and avoidable time and trouble’ to Mr X and his family.

The agreed action was for the council to send a written apology and makes a total payment of £750 to Mr X, within one month of the final decision, to acknowledge the ‘avoidable time and trouble and distress’ caused to him and his family.

The council has issued a statement. A spokesman said: “We have liaised fully with the Ombudsman throughout their enquiry and we accept the findings of the report.

“We have spoken with the care provider involved and they have already completed all of the actions the ombudsman recommended following their enquiry, and have put in place learning from this case with affected departments.

“We take all cases upheld by the Ombudsman seriously and take on board any recommendations. To read the full detailed decision visit 21-003-417.”