Wembley care provider refuses to apologise after 'poor quality' services

Older people sitting down

The Local Government and Social Care Ombudsman described Wembley-based Peepal Care as showing "disdain" for its investigation. - Credit: PA

A care provider refused to apologise for “poor quality” services after claiming it was its former owner’s dying wish for it not to say sorry. 

Wembley-based Peepal Care at Lea Gardens was ordered to apologise after the Local Government and Social Care Ombudsman found it had offered inadequate care to one of its patients. 

However, it refused to comply after claiming its late owner had made clear it should not say sorry for its actions in this case. 

According to the ombudsman report, the care provider said apologising would show culpability and could leave it open to further complaints. 

The Ombudsman heard how a patient being cared for by Peepal required specialist assistance after she suffered a stroke. 

This included the use of hoists – but none of the four carers sent by the company over a six-day period knew how to operate these safely. 

It also found that one member of staff did not have any training and did not have the right to work in the country. 

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By refusing to apologise for its behaviour, the Ombudsman decided to issue a second ‘adverse findings notice’ against the company. It explained this is “extremely rare” and Peepal Care is now the only home care provider in England to have received two such notices. 

Michael King, Local Government and Social Care Ombudsman, said: “It is frankly unheard of for an organisation to use such an irrational excuse as a reason not to comply. 

“That this is the only home care provider in England to have received two Adverse Findings Notices highlights just how much of an outlier this type of action is. 

"The disdain it has shown towards our investigation, not to mention the family’s concerns, reflects poorly on Peepal Care.”

He added these investigations, and the companies’ responses, give families “valuable information” when it comes to selecting care providers. 

Peepal Care has been approached for comment.