Newcarron Court Nursing Home: Falkirk families wait months for refund in fees after parent's deaths

Another family has come forward to say the failure of care home bosses to return overpaid fees is delaying them settling their late parent’s affairs.
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Earlier this week we told of the Kinniburgh family’s four month wait for overpaid fees to be returned after their mother died in Newcarron Court nursing home, run by Advinia Healthcare.

Now Stephen Murray has said he has been waiting since August for the same care home bosses to give him the refund after the death of his father James last December.

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Stephen, of Hallglen, said: “My dad died on December 4 and at that time Advinia were in touch to say there was a refund due. Unfortunately, we had to go to court to get confirmation for his will. That took some time but by August it was all settled.

The owners of Newcarron Court nursing home have apologised for the delay. Pic: Michael GillenThe owners of Newcarron Court nursing home have apologised for the delay. Pic: Michael Gillen
The owners of Newcarron Court nursing home have apologised for the delay. Pic: Michael Gillen

"Our solicitor was in touch with all the relevant people, including Advinia, but despite repeated letters, emails and phone calls we’ve heard nothing.

"At one point both my dad and mum Lorna were in the home and we’ve no complaints about the level of care, but we really need this refund to get everything settled.”

The Kinniburgh family are having a similar lengthy wait after their mum Jean moved into Newcarron Court in the spring of 2022 after a spell in hospital.

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She was initially transferred there for six weeks of assessment but later became a permanent resident.

Son Bob said his mother was very happy there, "loving the home, her room, all the staff and was treated very well”.

Sadly, on July 9 this year, Jean passed away, aged 93.

Her family had already paid the £5146 fees for July on the first of the month as was customary and, as they were dealing with paperwork over their mother’s death, sons Bob and Jim got in touch with Advinia to enquire about a refund.

Bob, who lives in Redding, said: “Apart from the care home staff I have been unable to elicit any reply from the Advinia hierarchy regarding a refund for overpayment, not even an acknowledgement of her death.

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"This is a sad indictment of a company who proclaim to be in the caring business.”

Repeated phone calls and emails have either gone unanswered or failed to get any indication of when the refund would be forthcoming.

The family believe they may also be due to have a security deposit returned that was paid when their mother entered the home.

Jean, who latterly lived in Polmont, was well known in Grangemouth where for many years she was a stalwart of the choral society and a receptionist in the Kersiebank GP practice.

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Bob added: “It’s not so much the money but more the principal. And also, the fact we need the paperwork to settle my mother’s affairs.

"Over four months is a bit long time to wait.”

However, after the Falkirk Herald contacted the Newcarron care home owner, it appears the settlement is being dealt with.

Referring to the Kinniburgh’s case, a spokesperson for Advinia said: “There have been several changes in the Advinia finance team over the past few weeks and as a result it has meant a small delay in the processing of our refunds. The team responsible have now been made aware of this case and are busy looking into it in the hope that the matter will be resolved very shortly.

“We apologise for the delay.”

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