Ombudsman report highlights failings at Barnet Council-commissioned service after delays sending elderly man who suffered stroke to hospital, reports Grace Howarth, Local Democracy Reporter

Appletree Court Care Home Alan inset — Appletree Court Care Home (credit Google) and (inset) Alan Stroud (credit Liam Fairhead)

Barnet Council has apologised to the family of an elderly man over the care he received at a Burnt Oak care home before his death.

Alan Stroud stayed at council-commissioned Appletree Court Care Home from March 2022 until his death a year later but his grandson, Liam Fairhead, has lodged several complaints over the quality of care he received during his 14-month stay.

They include the claim that the care home had initially ignored the family’s warning that Alan had suffered a stroke, causing a delay in his transfer to hospital.

A council spokesperson has said the local authority had apologised to the family and taken “appropriate action” at the care home in Burnt Oak Broadway since the complaints.

Maria Mallaband Care Group, which runs Appletree Court, was approached for comment but did not respond.

Alan suffered his stroke in March 2023, losing vision in his left eye and feeling in his left hand. Liam said that, a few days before Alan was taken to hospital, his family told staff they thought he had suffered a stroke – but were ignored.

Liam said staff told the family the care home would give Alan Ibuprofen and a stress ball for his hand, rather than take him to hospital. Liam said after the pain continued, and at his family’s insistence, an ambulance was eventually called and the stroke was confirmed.

“Our family felt guilty, we thought we saw the signs but we had trust in them [Appletree],” Liam said. “They said ‘trust us, we’re qualified professionals’.”

Following Alan’s return from hospital it was agreed more support would be provided, including a speech therapist and dietitian, as well as supervision during mealtimes to ensure he did not choke while eating.

Liam said this didn’t happen, and the family grew concerned about bruising on Alan’s hand and arm which they put down to the staff handling him roughly.

Staff were also said to have spoken to Alan inappropriately when administering his care, calling him a “big baby”.

Following Alan’s death in May 2023, two months after the stroke, the Local Government and Social Care Ombudsman investigated the case and acknowledged several of the complaints Liam made.

The watchdog found the care home “at fault” multiple times, saying Appletree had caused Liam and his family “distress and uncertainty about whether there could have been a better outcome for Alan”.

The council recommended improvements be made, had a meeting with staff, and monitored the care home to ensure action was taken.

The watchdog’s report stated “on balance” it could not be determined what difference it would have made if Alan had received medical attention sooner for his stroke. However, the watchdog believed the incident left the family with an “enduring sense of uncertainty”.

In terms of supervising meals, Appletree apologised for not supporting Alan “in the way the family wished”.

The ombudsman admitted it could not determine how the marks on Alan’s skin had been caused, but the care home’s handling of one particular bruise on Alan’s hand was determined a “fault” as policy requires an accident record or be completed, which did not happen.

The care home also accepted a member of its staff “had spoken inappropriately” to Alan, and apologised.

With Appletree being a council-commissioned care home, the ombudsman told Barnet to apologise and offer a symbolic £300 payment to Liam and his family. This was rejected, however, as the family did not believe the amount was sufficient.

Liam explained: “They [Appletree] don’t care, I started this campaign two years ago, doing this was triggering, looking at pictures of him [Alan] and everything, but I always had that goal of I know why I’m doing this. My grandad was my hero and he still is and everything I do is to make him proud.”

A council spokesperson said: “We were sorry to hear about the passing of Mr Stroud and the family’s complaints about the care home. As the ombudsman’s report makes clear, Barnet Council followed up all the family’s complaints with the care home and took appropriate action.

“The ombudsman said that although they found fault with the actions of the care home, their recommendations were made to the council who had commissioned the service. The council has apologised to Mr Stroud’s family.”

Update (13th February):

A spokesperson for Appletree Court Care Home said: “The continued safety and comfort of those in our care is always our first priority, so we deeply regret that there were some elements of the care received by Mr Stroud that fell short of our high standards.

“Appletree Court has fully taken on board the ombudsman’s report and worked with the council to implement the recommendations and make improvements.

“In addition, we have conducted a thorough internal review of the care received by Mr Stroud during his time with us, seeking to identify and remediate any additional learning points.

“We remain committed to providing the highest quality of care ensuring the wellbeing of everyone at Appletree Court.”

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