Ombudsman reports

If a complainant is unhappy with the Care Commission‘s response to their complaint, they have the right to approach the Scottish Public Services Ombudsman to request an inquiry into the matter.

Investigations carried out by the Ombudsman with reference to the Care Commission:

Case ref:  200602043

The Ombudsman partially upheld a complaint which had concerned separate issues which arose from the inspection of a care service and a complaint that was made to the Care Commission following on from the inspection.

Report number:  200602043  Date:  22 October 2008

Case ref:  200601455

The Ombudsman did not uphold a complaint about how the Care Commission had conducted the investigation of a complaint that concerned a nursery and the follow up action that was taken by the Care Commission after the investigation. The Ombudsman found that the Care Commission had fully complied with its procedures throughout in dealing with the matters concerned.

Report Number:  200601455  Date:  18 June 2008

Case ref: 200600108

The Ombudsman did not uphold a complaint about how the Care Commission had handled a complaint which concerned the quality of care of an elderly lady in a care home.

Report number: 200600108 Date: 19 March 2008

Case ref: 2007003322

The Ombudsman did not uphold a complaint about how the Care Commission had condicted the investigation of a complaint that concerned a care home service. The Ombudsman found that the Care Commission had fully complied with its procedures throughout the investigation of the complaint concerned.

Report number: 2007003322 Date: 21 February 2008

Case ref: 200602684
The Ombudsman did not uphold a complaint which raised questions about how the Care Commission had handled a complaint about an alleged breach of confidentiality by a member of Care Commission staff. The Ombudsman did however recommend that in relation to child protection issues and where there are concerns, staff should be fully aware of the procedures to be followed.

Report Number:  200602684  Date:  19 September 2007

Case ref: 200502898
The Ombudsman did not uphold a complaint which raised a number of concerns about the way the Care Commission had handled the inspection of a nursery. The Ombudsman recommended that in order to avoid confusion, when making recommendations to service providers, the Care Commission should ensure that they are clear, specific and measurable.

Report Number:  200502898   Date:  22 August 2007

Case ref: 200600745
The Ombudsman did not uphold a complaint which alleged that, during a review of a complaint investigation against a care home, the Care Commission had failed to take account of all relevant evidence and had used witness statements out of context. The Ombudsman recommended that the Care Commission should offer an apology to the complainant for the failure to confirm with her that the documentary evidence which she had provided had been considered during the investigation and review.

Report Number: 200600745  Date: 22 August 2007

Case ref: 200601206
Although the Ombudsman upheld the complaint that the Care Commission failed to follow their complaints procedure by choosing not to investigate a complaint that concerned the competence and performance of their staff, she acknowledged that there was no unremedied injustice to the complainant and commended the Care Commission for its wish to deal with the matter quickly and acknowledge and correct the matter which the complainant had raised.

Report Number: 200601206  Date: 20 June 2007

Report Number: 200500042   Date: 27 March 2007

Case ref: 200503379
The Ombudsman did not uphold a complaint that the Care Commission had failed to properly investigate a complaint against a care home service. No recommendation was made.

Report Number: 200503379   Date: 27 March 2007

Case ref: 200503536
The Ombudsman ‘upheld the complaint that the Care Commission failed to properly investigate the complainant‘s complaint about the care of his mother and that the conclusion of the investigation was not borne out by the evidence presented‘.

The Ombudsman‘s recommendation, that the Care Commission ‘adopt the practice of seeking to agree a statement of complaint which will include specific reference to the matters being investigated‘, is already being progressed through a pilot project.

Report Number: 200503536   Date: 28 November 2006

Case ref: TH0062_04
Regarding the Care Commission response to enquries from a Housing Association concerning the status of an employee as a ‘fit person to hold a management position‘; the Care Commission investigation of complaints against the Housing Association; Care Commission criticism regarding a resident‘s ‘Personal Plan‘; Care Commission not following its own complaints procedure. The Ombudsman partially upheld this complaint.

Report Number: TH0062_04   Date: 27 June 2006