The Ombudsman's final decision
Summary: We will not investigate this complaint about the care and support provided to the complainant’s husband during a respite placement in a care home. The Care Provider agreed to resolve the complaint early by providing a proportionate remedy.
The complaint
Mrs B complains about the care and support provided to her husband, Mr B, during a two-week respite placement in a care home run by Bupa Care Homes Limited (the Care Provider). Mrs B complains the Care Provider completed its pre-admission assessment over the telephone rather than coming to visit her husband at home to better inform its assessment process. She complains about the recliner chair the Care Provider used for her husband during his stay and says this was unsuitable for his needs. Mrs B says the care provided fell below expected standards on issues relating to personal care and catheter bag care. Mrs B says the fault impacted on her husband’s general wellbeing and caused her distress. She also says they did not receive the standard of care they paid for. Mrs B wants the Care Provider to accept responsibility and provide a financial remedy.
The Ombudsman’s role and powers
We investigate complaints about adult social care providers and decide whether their actions have caused injustice, or could have caused injustice, to the person complaining. I have used the term fault to describe this. (Local Government Act 1974, sections 34B and 34C)
How I considered this complaint
I considered information provided by the complainant and the Care Provider.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr B went to stay in a care home run by the Care Provider in May 2025 for a two-week respite placement so Mrs B could have break from her caring role.
If we investigated this complaint it is likely we would find the Care Provider’s actions caused injustice because some aspects of personal care and catheter bag care fell below expected standards. The Care Provider accepted its care notes relating to Mr B lacked detail to show it always provided good care to him.
We asked the Care Provider to consider remedying the injustice caused by its actions by refunding Mrs B £300 from the total she paid for the respite placement to resolve the complaint early.
Agreed action
To its credit the Care Provider agreed to resolve the complaint and will pay Mrs B £300 within one month of our final decision to put things right.
Final decision
We have upheld this complaint because the Care Provider agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mr and Mrs B.
Investigator's decision on behalf of the Ombudsman