Sandwell Council: Woman's cultural needs not met, watchdog finds

The patient's family said she suffered weight and hair loss

A council failed to provide a patient with the correct care plan for her cultural needs, a report said.

The Local Government and Social Care Ombudsman said the woman, referred to as Mrs Z, was placed in Newbury Manor nursing home by Sandwell Council.

Her daughter, Ms X, said she needed specialist hair and skin care and Caribbean meals prepared for her but did not get them.

The council apologised and "fully accepted" the report.

Ms X complained to the council after her mother suffered from hair and weight loss as a result of the care issues.

The care home did agree further steps to meet the woman's needs after this complaint.

They included her hair being combed out, oiled and plaited and use of hair products as directed by her daughters.

However, the ombudsman said the family reported further concerns to the council which included damage to her hair due to neglect and lumps in her food, despite the woman's need for a pureed diet.

The home's own notes indicated hair oil and moisturiser were only applied on 29 days across the woman's 20-month stay which the report said was 4% of the time she was there.

The ombudsman's report found the care plan developed for the woman by the council failed to take account of her individual rights, in line with the requirements of the Equalities Act.

It added the local authority did not do enough to establish the woman's cultural needs in the care plan.

The council apologised and fully accepted the report

The council said it was working on a strategy to improve care for people of different cultures in Sandwell.

The report recommended the council write an apology to Mrs Z and her family, reimburse them 20% of the contributed care fees she and her family paid and pay them compensation.

The council agreed to all the recommendations.

A spokesperson for the nursing home said the report was clear no fault was found with them over Mrs Z's fingernail health, claims of ongoing pain from pressure sores, or hair loss.

Mrs Z had since been placed in another care home outside of the borough.