Overview
The complainant (Ms C) raised concerns regarding the care package provided to her sister (Ms A) that was co-ordinated by North Lanarkshire Council (the Council). She believed that the number of hours care was not adequate to meet Ms A's needs, and that care providers were wrong in their view that Ms A could make decisions for herself.
Specific complaint and conclusion
The complaint which has been investigated is that Ms A was not receiving a care package that was adequate for her needs (not upheld).
Redress and recommendation
The Ombudsman recommends that the Council and Ms C enter into constructive dialogue to resolve any outstanding issues and to deal with future changes to Ms A's care package, to help all involved understand the issues and gain reassurance about the support being provided. This would, of course, take place only with Ms A's consent in the light of the Council's stated responsibility to give primary consideration to Ms A's needs and wishes.
The Council have accepted the recommendation and will act on it accordingly.