A BROMSGROVE care home has been issued with a rare critical notice from the Ombudsman after overcharging a family for their father’s care after he had passed away.
John Gines said Wayside Nursing Care Home on New Road charged his family for 28 days care, instead of a maximum of three, the Local Government and Social Care Ombudsman ruled.
The Ombudsman said it went against Competition and Markets Authority (CMA) guidelines following the death of a loved one.
Following an investigation in 2023, the Ombudsman asked the care home to refund the father’s estate. It also asked the company to review its contract to ensure it was in line with CMA guidance.
Despite agreeing to the Ombudsman’s recommendations, Wayside failed to provide evidence that it had taken the necessary steps.
The Ombudsman has issued an Adverse Findings Notice against the provider which put on record its failure to comply.
In addition the findings with care regulator, the Care Quality Commission (CQC).
Ms Amerdeep Somal, Local Government and Social Care Ombudsman, said: “It is simply not good enough for providers to agree to comply with our recommendations and then fail to produce evidence they have done so.
“I am particularly disappointed that this care provider agreed to refund this family but has then said it will seek to recoup this cost by enforcing late fees it had previously waived.
“I am concerned this provider’s contemptible attitude, both to my office and the family, does not demonstrate a mature and customer-focused approach to improving its services for residents.”
David Gines, John’s son, told the Standard:
“It’s disgusting. These people were supposed to be caring for my dad.
“It really does feel like theft.
“These rulings have been made clear yet no action has been taken to rectify. It’s hypocrisy.”
Wayside Care Home has been approached for comment but one was not received at the time of going to press.
Visit bromsgrovestandard.co.uk for the latest updates.
