Care home reviews complaints policy following Ombudsman probe

A Country Court Care home has agreed to review its complaints management policy following a Local Government and Social Care Ombudsman investigation.

The investigation found Neale Court care home in Lincoln had failed to provide notice of a resident’s eviction, pursued his brother in law for an incorrectly calculated debt, imposed an arbitrary charge and had not properly investigated his complaint.

The Ombudsman said the home had failed to give notice of the eviction of the resident, referred to as Mr Y, after concluding it could no longer meet his needs following a hospital visit.

The investigation found the home had denied Mr Y’s brother in law, referred to as Mr X, the opportunity of questioning the assessment through an independent assessor by failing to provide notice of his eviction.

In his conclusion, the Ombudsman said that while the home was entitled to ask Mr Y to leave it had failed to follow its own process and had caused Mr X and Mr Y, who has sadly since deceased, great distress.

Neale Court agreed to apologise to Mr Y for distress caused, issue a revised bill in light of incorrect charges, and pay £200 in compensation.

A Country Court Care spokesperson told CHP: “Following the Local Government and Social Care Ombudsman’s feedback, we have reviewed our complaints management policy and ensured all of our care homes are aware of our updated procedures. We take any instances of distress very seriously and have resolved the grievance with the family involved.”