An Ombudsman investigation has found evidence a company failed to provide adequately trained live-in carers.

Promedica24 was asked to pay £550 and ensure its carers met the needs of service users following a complaint about its live-in care in Lancashire between April and November 2022.

The ombudsman said Promedica24 had acknowledged some of its care was below an acceptable standard and appeared to accept some workers did not have sufficient training or experience to meet the service user’s needs, including their dietary requirements.

The complainant terminated his contract on the ground of unsatisfactory service and has refused to pay a termination fee of almost £4,000.

A Promedica24 spokesperson said: “We can confirm that we have apologised to the individual and his family, and completed the actions recommended by the ombudsman.

“This was an exceptional situation, which does not accurately reflect the quality of care and support provided by our carers. Nevertheless, we will always use learnings to build on, and improve, the services we provide.

“We invest in a comprehensive training package for our carers, which includes the Skills for Care, Care Certificate, as well as additional training in accordance with their client’s personal care needs.

“Our assessment and training team and our care managers work hard to ensure that we find the best carer for each person, and all our live-in carers undergo a thorough screening test before being appointed to a client.

“The health and wellbeing of the people we support is our absolute priority.”