Care home forced to apologise after not unpacking resident's suitcase for two weeks
The home said it had not realised the bag was in her wardrobe, but the ombudsman said it “should have realised Mrs X did not have access to her personal possessions especially after two weeks”.“This was not in line with dignity and respect. I am satisfied Mrs X suffered a personal injustice as a result of this fault because of the frustration and confusion caused by her inability to access her suitcase.
The ombudsman criticised the care home’s six-line response to the family’s 12-page complaint as “inadequate and unhelpful”.However, it accepted several of the care homes reasons around and explanations for some of the complaints – including that it had been unaware of there were instructions around the charging of the iPad and that the phone was in the suitcase and available for use.
It was also told to review its record keeping procedures and remind staff to properly record any assistance with private health appointments and to properly investigate complaints.
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