Ombudsman finds fault with Anchor Hanover over family complaint

West Hall front of care home

The Local Government & Social Care Ombudsman has found fault with Anchor Hanover following a complaint by a daughter about the care of her mother.

The daughter, referred to as Mrs X, complained Anchor Hanover had failed to adequately supervise her mother, referred to as Mrs Y, or follow the advice of a falls team at West Hall Care Home in West Byfleet, Surrey. Mrs X alleged that as a result her mother fell and broke her hip on 12 March 2020 and later died. Mrs X also complained that Anchor Hanover had not taken the incident seriously or investigated it properly, causing her further distress.

In his findings, the Ombudsman found fault with how Anchor Hanover assessed the risks to Mrs Y and its handling of Mrs X’s complaint. However, the Ombudsman said this did not contribute to Mrs Y’s fall and, therefore, did not cause the distress claimed by Mrs X.

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Maria Bamford, Director of Care Services South, Anchor Hanover, told CHP: “We apologise to the family for any distress caused. We take complaints very seriously and we are disappointed that on this occasion there were failures identified.

“Colleagues have received further training on the complaints process, ensuring more specific and detailed questions are asked of care home managers and documents are checked thoroughly when preparing investigation reports.

“Our processes for fall risks has also been reviewed, with weekly clinical risk meetings taking place with team leaders where falls are discussed. We remain committed to providing the highest standards of care and aim to learn from all complaints and concerns raised. Our residents’ wellbeing is always paramount.”

The Ombudsman said: “I have completed my investigation and uphold parts of Mrs X’s complaint. There was fault by the provider and this caused an injustice to Mrs X. I am satisfied the provider’s apology to Mrs X remedies the injustice to her. I am also satisfied with actions the provider has taken to prevent similar faults in future.”

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The author Lee Peart

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