Ombudsman finds Barchester at fault over care of elderly resident


An Ombudsman investigation has found that a Barchester Healthcare home failed to monitor an elderly resident’s condition and seek medication attention as it should have done.

Barchester agreed to pay £600 in compensation to a daughter who complained about the care provided for her late mother by St Thomas Care Home in Basingstoke.

The daughter, referred to as Mrs P, complained her mother, referred to as Mrs D, had died prematurely from pneumonia and suffered unduly in the final three weeks of her life after a GP failed to visit her mother when she suffered a bad fall and her breathing deteriorated.

The Ombudsman found the home failed to arrange for a GP to visit Mrs D despite being asked to do so repeatedly by her daughter during March and April 2017.

While stressing he could not say how the care failings had affected Mrs D’s health, the Ombudsman concluded the distress and uncertainly caused was an injustice to Mrs P.

“I find that throughout this period, the home failed to appropriately respond to Mrs P’s concerns. It failed to ask a GP to review her as and when it should have done,” the Ombudsman added.

“It failed to monitor Mrs D’s condition through physiological observations. Therefore, I consider that there was fault in the care provided by the home, which was not in line with the NMC Code, and appears to be a potential breach of CQC’s fundamental standards of care.”

A Barchester spokesperson told CHP: “We appreciated the findings of the Ombudsman and have made changes in accordance with this. We would like to reassure every one of our commitment to provide the highest quality of care to those living at St Thomas Care Home and to emphasise that their health and wellbeing is at the forefront of everything we do. The Care Quality Commission has since rated the home as good and noted that it is safe, effective, caring, responsive and well-led. ”


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