Overview
The complainant (Mrs C) complained that, during the review of their investigation into her complaint against a care home (the Care Home), The Scottish Commission for the Regulation of Care (the Care Commission) failed to take into account all relevant evidence and they used witness statements out of context.
Specific complaints and conclusions
The complaints which have been investigated are that, within their review process, the Care Commission:
- (a) did not consider documentary evidence provided by Mrs C (not upheld); and
- (b) did not refer to one of the witness's statements and used the remaining witnesses' statements out of context (not upheld).
Redress and recommendations
While the specific complaints brought by Mrs C are not upheld, the Ombudsman recommends that the Care Commission offer Mrs C an apology for their failure to confirm, during both their initial investigation and the review, that the documentary evidence, which she provided, had indeed been considered.
The Care Commission have accepted the recommendation and will act on it accordingly.