Complaints Case Study

Always ask the question

If all aspects of a complaint aren’t upheld, that doesn’t mean changes won’t be made. It’s always worth finding out Earlier this year, the Care Inspectorate received a complaint from a woman whose mother…

Complaint to improvement

The Care Inspectorate’s investigations of complaints often lead to improvements for individual people, but it has to be recognised that not all aspects of complaints are upheld. It is important that complaints are investigated rigorously and…

Home’s cash card failure

Providers of care homes have a duty to ensure that vulnerable residents’ money and valuables are kept safe and secure. This case study shows where the provider failed badly in this duty of care. As…