An investigation by the Local Government and Care Service Ombudsman revealed a series of mistakes in the care provided to an elderly woman, identified as Mrs Y, before her passing. The woman received substandard care from GP Homecare Ltd, also known as Radis, in Portsmouth, leading to concerns raised by her family. She suffered from reduced mobility and was bedridden following a fall in April 2024.
In addition to being fed dog food, reports indicated that Mrs Y sometimes went without proper meals, received stale or inedible food, and was neglected for extended periods, including overnight and when wet.
Mrs Y, deemed eligible for care under the Care Act, was under the care of Radis, commissioned by Portsmouth City Council. Most of her care was administered while in bed, with workers responsible for providing food, fluids, personal care, and medication.
Concerns about Mrs Y’s care were raised early on, prompting an official investigation that uncovered staff ignorance regarding her dietary needs. The report highlighted instances where Mrs Y barely ate, and on one occasion, was unknowingly served dog food disguised as a lamb meal.
As Mrs Y’s health deteriorated, her family sought alternative care arrangements, but the process was delayed due to her declining condition. Subsequently, end-of-life care was initiated, though further issues arose, including an allegation of a care worker force-feeding Mrs Y.
Mrs Y passed away in July 2024 due to age-related frailty. The investigation revealed a range of shortcomings during her time with Radis, including delays in implementing necessary inquiries.
The ombudsman’s report detailed a series of errors in Mrs Y’s care and recommended measures for redress, including an apology, fee refunds, and a symbolic payment to the family to acknowledge the distress caused by the safeguarding delays. Portsmouth authorities acknowledged the seriousness of the situation and terminated their contract with Radis.
Radis Community Care ceased operations in Portsmouth in 2025 and has since improved its services and procedures. The company expressed regret over the dog food incident and confirmed that the responsible care worker was no longer employed.
Moving forward, Portsmouth officials have implemented stricter oversight of care providers and received positive feedback from the Care Quality Commission for their adult social care services, emphasizing the importance of maintaining high standards in care provision.