Extracts from an article by Sam Meadows-The Daily Telegraph
Families whose relatives have been ripped off or mistreated by care homes are struggling to get their complaints taken seriously.
The Local Government & Social Care Ombudsman is the main body responsible but is little known and has no power to enforce rulings. In 2017-18 it received just 442 complaints about private-sector firms, upholding 116. Charities have pointed out that few families even know it exists.
Care firms are not obliged to tell unhappy customers of their options in the same way as, say, banks and insurers are.
Care Campaign for the Vulnerable, a not-for-profit organisation, said many families were fearful of raising a complaint at all over concerns they might be blocked from visiting their relative or that their loved one could face eviction or abuse. It said it was contacted at least once a week by someone in this position.
How to complain
Complaining about a care home, either on your own behalf or that of a relative, can be daunting. Here are the steps you should take:
- Raise your issue with the management of the home. It can help to try and maintain a good relationship with staff. This can made it easier to hold a discussion if an issue does arise.
- If you have given the home sufficient time to respond and do not feel they have handled your complaint adequately, you can escalate the problem to the Local Government and Social Care Ombudsman. You can do this online at www.lgo.org.uk, or by post to Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH. There are also telephone options available.
- Alternatively you can approach a charity or non-profit specialising in care complaints, who may be able to provide support. Some examples are the Residents and Relatives Association or Care Campaign for the Vulnerable-https://www.carecampaignforthevulnerable.com/