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Barchester agrees to £5,000 refund over faults with resident’s care

Consumers Feel The Pinch With Christmas Around The Corner

Barchester Health Care has agreed to refund £5,000 to a resident’s wife and provide further remedy over a failure to provide proper care.

The case relates to an unnamed resident, identified as Mr X by the Local Government & Social Care Ombudsman, who lived at a Barchester care home between October 2015 and April 2018.

The resident’s wife, referred to as Mrs X, complained Barchester had failed to fulfil conditions attached to her husband’s Deprivation of Liberty Safeguards related to activity provision and his interaction with another resident with whom he had formed a close relationship. Mrs X also complained that Barchester had been slow to respond to her complaint.

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Mrs X said she had been forced to move her husband to another care home when the issues started to cause a serious decline in his health and well-being. She also complained about Barchester’s refusal to reimburse all administration and refundable deposit fees paid on admission.

The Ombudsman said Barchester’s offer of £5,000 in recognition of its service shortcomings was an “appropriate” response and noted the provider’s pledge to provide further staff training to deal with some of the issues identified by Mrs X. He also noted that Barchester had agreed to refund the remainder of Mrs X’s deposit and resolve a disagreement over the amount retained before making its payment.

A Barchester spokesperson told CHP: “We acknowledge the findings of the Ombudsman and have made changes in accordance. We respect the privacy of the individuals involved and as such cannot comment further on the specifics of this case, but we would like to reassure everyone of our commitment to provide the highest quality of care to our residents.”

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The author Lee Peart

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