September 2023 – Ombudsman Complaint about Care Visits

Records showed that care workers were regularly staying less than 15 minutes at lunch and tea and less than 30 minutes in the morning. The Ombudsman found it probable that the needs of the claimant were not fully met without the care workers rushing and as a result, there was a risk to her dignity and well-being. This was contrary to regulations setting out the requirements for safety and quality in care provision.

Neither the council nor the care agency were able to show that they had considered respect for private life when either commissioning or delivering her care. While the complaint focused on the failure of the care agency to provide care for the time that they were supposed to, the Ombudsman used its powers to investigate the care package being made up of 15 minute calls and upheld national guidance saying 15 minute care calls are not usually appropriate. This case will also help others who need to complain since the judgement made clear that members of the public are not expected to identify all areas of fault since these may involve areas of law and guidance that they are not likely to know about.

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