An Ombudsman’s investigation has found fault with the recording of care plan reviews and the lack of a working lift at a Sussex care home.
The complaints were brought by the daughter of a resident at Grosvenor Park Care Home in Bexhill-on-Sea, Sussex, which is operated by HC-One.
The relative, referred to as Mrs C, complained the home did not share her mother’s care plans between 2019 and 2021 and that she missed a number of hearing appointments and was unable to access social spaces and activities due to an out-of-order lift.
In making his decision, the Ombudsman commented: “We find fault with the care provider’s poor recording of Mrs J’s care plan reviews which caused her and Mrs C uncertainty. The lack of a working lift was service failure which caused Mrs J an injustice.”
A spokesperson for Grosvenor Park Care Home said: “The health, safety and wellbeing of our residents is our number one priority, so we take all feedback from the Local Government Ombudsman very seriously. We were therefore deeply disappointed with the findings of their investigation and acknowledge that in this instance we fell short of the high standards of care our residents rightfully expect and deserve.
“Following the complaint, we immediately took action to resolve the issues highlighted to us by the relative in question. We reviewed all care plans to ensure the care we deliver to each resident is tailored and our Learning and Development team conducted refresher training for colleagues in this area where necessary.
“We also contracted a repairman to carry out major works to the lift as soon as we could and it has now been in full working order since January 2021, which means residents are able to move throughout the home as they may wish. We have apologised to the resident and relative, and we are making sure the care we deliver takes into account any added support she may need.
“Our mission is to deliver high quality, kind care and we will always take steps to resolve any and all issues which may arise. We are fulfilling each requirement noted in the Ombudsman’s ruling and there has been no disruption to the service or quality of care we provide since then. We are determined to continue getting care right for all our residents.”
HC-One agreed to pay £450 to Mrs C and her mother for the injustice and uncertainty caused.