Care home scandal: Fears families being charged after residents die
GETTY A probe has been launched amid fears that families are being charged after their relatives die
Residents may also be being ripped off with hidden charges, shock bills and confusing requests for top up payments, the Competition and Markets Authority said today as it announced it has opened a consumer protection case. The probe was announced halfway through the CMA’s market study into the sector, launched in December, following concerns over people potentially being faced with shock bills and “hidden” charges. Initial findings highlight wider worries about the sector and “there are concerns that some might not be treating residents fairly and that certain practices and contract terms might break consumer law”.
Other consumer protection issues such as a lack of information about prices on care home websites and contracts giving homes wide-ranging discretion to ask residents to leave at short notice are also to be scrutinised. Early findings suggest that many people find it difficult to get the information they need, are confused by the social care system and funding options, and did not know how to find and choose between homes. Other complaints include redress systems which do not work well, and residents finding it “very challenging” to make complaints. The CMA also pointed out that public funding pressures and uncertainty meant the sector was not incentivised to undertake the investment necessary to meet future demand.
GETTY Residents may be being ripped off with hidden charges and shock bills
Citizens Advice chief executive Gillian Guy said: “Older people and their families are suffering unnecessary distress and financial pressure due to gaps in consumer protection in the care home market. “It’s good that the CMA has identified the need for improvements in how complaints are handled in the care home market and that people need better information and support when making decisions. “The CMA is right to look at consumer protections and should seek to strengthen these where existing rules are not providing the right cover, including the notice period for fee increases and protections for people’s deposits.“
GETTY Early findings suggest that many people find it difficult to get the information they need
Andrea Coscelli, the CMA’s acting chief executive, said: “Some of the most vulnerable people in our society use care homes, often moving to them under extremely difficult circumstances. “It’s therefore essential they are able to make informed choices, understand how services will be paid for, and be confident they will be fairly treated and able to complain effectively if they have any concerns. “We also have particular concerns that some care homes might be breaking consumer law and have opened a consumer protection case to investigate further. “Demand for care home places is expected to surge over the next two decades. To make sure the additional capacity this requires is available, it needs to be built in good time.
GETTY A place at a residential care home costs between £600 and £800 a week on average