A care provider has been asked to apologise and pay £200 after a family member complained their visits to his mother were too short.

An ombudsman investigation found over two-thirds of visits by Agincare to a Mrs Y between March and September 2022 were too short with carers attending for as little as 11 and 12 minutes on two occasions.

The records also showed care workers stayed longer than planned on one-fifth of the visits during the same period.  

The ombudsman found evidence that Mrs Y did not receive appropriate care due to the shorter than allocated visits.

On one occasion she was left to sleep in her day clothes and on another occasion she did not have her incontinence pad changed for the whole day.

The ombudsman asked Agincare to pay the family £200 in recognition of distress caused noting the care provider had already reduced its outstanding invoice by £1,000.

An Agincare spokesperson said: “Agincare would like to apologise to Mr X and Mrs Y for any distress caused and for the lack of transparent communication regarding Mr X’s complaint.

“We have listened and accepted the ombudsman’s recommendations and made immediate improvements to the service.

“We have provided evidence to the ombudsman that we have complied with their actions and have made the compensation payment to Mr X.”