A care home operator has agreed to apologise and pay a ‘symbolic payment’ of £750 after the Local Government & Social Care Ombudsman (LGSCO) upheld a resident’s complaint.

The Ombudsman found New Care’s Ruddington Manor in Nottingham had failed to complete, carry out and review care plans properly and failed to provide and offer consistent well-being activities to the resident, referred to as Mr D.

The Ombudsman found Ruddington Manor did not include enough detail about the mobility needs in the care plan of Mr D who suffered a fall in July 2022. In addition, the Ombudsman found a lack of analysis about why he had not been joining well-being activities.

In his conclusion, the LGSCO found care home did not offer Mr D a daily range of activities, and provided no evidence it had completed a Nutrition Screening Assessment or an individual assessment of his hydration needs.

The Ombudsman also found no evidence that Ruddington Manor had added safeguards or analysed what action to take following his fall.

The LGSCO noted, however, that New Care had taken pro-active actions in improving case recording and staff training following his draft decision. He also noted the care provider’s response that many of the actions highlighted by the complainant were completed but either not recorded or not recorded properly which had caused errors.

A spokesperson for New Care said: “We worked closely with the Ombudsman to review this complaint and followed the Ombudsman’s recommendations to resolve the situation.”