Staffordshire County Council

Ms X complained a care home the Council commissioned for Mrs Y used restraint inappropriately, causing Mrs Y bruising and avoidable distress. We upheld the complaint. There was a failure to identify restraint was being used, a lack of staff knowledge, poor analysis of records and a failure to ensure the deprivation of Mrs Y’s liberty was authorised by the proper legal process. The care home’s complaint response was also inaccurate which caused Ms X avoidable distress and frustration. The Council will issue an apology, symbolic payments and provide evidence of improvements to the care home’s pr