My father died in a care home and all I got was denials and excuses | Letters

TruthLens AI Suggested Headline:

"Families Describe Failures in Care Home Oversight and Quality"

My father died in a care home and all I got was denials and excuses | Letters analysis cover image The Guardian 5.4
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Original Article Source: https://www.theguardian.com/society/2025/jun/15/my-father-died-in-a-care-home-and-all-i-got-was-denials-and-excuses
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TruthLens AI Summary

The closure of The Firs care home in Nottinghamshire has highlighted severe shortcomings in the care system, affecting not just the residents but also their families and staff. The Care Quality Commission (CQC), while often criticized for its role, is not solely responsible for the failures within such facilities. The local government and social care ombudsman (LGSCO), along with the parliamentary and health service ombudsman (PHSO), also play critical roles in addressing complaints about care quality. However, the fragmented nature of oversight means that complaints can fall through the cracks, with different ombudsmen potentially unaware of each other's investigations. This lack of coordinated oversight has resulted in numerous care homes receiving negative reviews, with families expressing their distress over the inadequate care provided to their loved ones.

One poignant account comes from a family who experienced the tragic loss of a father shortly after he was moved to a palliative care home. The writer describes a series of failures on the part of the staff, who exhibited a disturbing lack of concern, and highlights the frustration of navigating a complaint process that yielded only excuses and denials. Despite reporting these issues to the PHSO, the family felt that the system was rigged against them, with no real investigation taking place. Similar sentiments were echoed by another family struggling to find appropriate care for their elderly parents, who have faced deterioration in their health. Their attempts to whistleblow on abusive behavior were met with resistance, further complicating their efforts to secure quality care. These narratives underscore the urgent need for reform in the oversight of care homes to ensure accountability and improve standards for vulnerable residents.

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Source URL: https://www.theguardian.com/society/2025/jun/15/my-father-died-in-a-care-home-and-all-i-got-was-denials-and-excuses

The situation at The Firs care home in Nottinghamshire, which was shut down in April, is dreadful for patients, families and staff (‘How did it get to this?’ What happens when care in a residential home breaks down, 7 June). But the Care Quality Commission (CQC) is not the only body to blame for failings like this.

It can’t investigate individual complaints – this is mostly down to the local government and social care ombudsman (LGSCO), but also the parliamentary and health service ombudsman (PHSO). It depends on who funds the care; in theory the same care home could be dealing with two ombudsman staff unaware of each other. Both are equally damned on Trustpilot with overwhelmingly negative reviews.

My dad died two days after he had been moved to a home for palliative care. So much went wrong on that awful day, with staff who didn’t care and with no involvement with any senior staff. I complained to the manager and then the company headquarters. I received many denials and excuses, one of which was so clearly untrue that I thought I’d caught them out.

I told the PHSO everything. I waited for eight months, only to have every ridiculous excuse parroted back to me as a reason for not investigating. I don’t believe the LGSCO would have been any better.

The care home company knew I had complained and had time to prepare for an investigation, which never came. All I did by complaining was show what it could get away with. Other homes in the same organisation have been graded as inadequate or requiring improvement, with poor staffing levels and attitudes to patients especially marked. So criticise the CQC, but don’t spare either ombudsman.Name and address supplied

Your article made me cry. My parents (90 and 92) have, since February, suffered deterioration in their health such that both now need full-time care. Three of the four local-authority-provided “rehab” places have so far been utterly woeful.

The home that my father is currently living in is disastrous for a person in his position. My sister and I are desperately trying to sort an alternative for him, but it takes time and every day he is there is a day too long. And as for whistleblowing, we tried that when a carer was verbally abusive to my mother. The difficulties we are having moving her because of her record of “very difficult behaviour” are not unconnected.Name and address supplied

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Source: The Guardian