Care UK has been asked by the Ombudsman to pay a resident’s family £1,500 for avoidable distress and inconvenience caused by lapses in care.
The decision follows a complaint by a daughter over the care provided for her mother during two years at Care UK’s Britten Court in Lowestoft.
The daughter, referred to a Mrs X, made the complaint after her mother, 94, referred to as Mrs Y, moved into the home on October 2017.
During this period, Mrs X made a number of complaints about the quality of care provided for her mother, who suffered a series of falls between March 2018 and November 2019.
In making his decision, the Ombudsman said: “Records show several occasions when the service fell below the standard Mrs X and Mrs Y had the right to expect.”
While noting the provider’s action to improve staff performance and training and apology for failings the Ombudsman said case notes and the complaints did not suggest consistently poor care.
However, the Ombudsman said the number of falls and occasional lapses of care had caused Mrs X “avoidable concerns”, and noted the absence of an alarm or the failure of one to trigger in Mrs Y’s room.
A Care UK spokesperson said: “We pride ourselves on delivering high quality, kind care for all residents. We are committed to being open and honest about where there might be room for improvement and were happy to provide a great deal of information to help the Ombudsman make a decision.
“Matters raised by the family were shared with local safeguarding teams at the time and were fully investigated. We will study the findings carefully to see if there are any lessons for the future. This home is rated as Good by the CQC and continues to enjoy a good reputation with local people.”