Croydon Health Services NHS Trust (18 009 643a)

Statement Upheld Hospital acute services 13-Sep-2019

Summary: The Ombudsmen found fault by the Council and Trust with regards to the handling of an elderly woman’s discharge from hospital in October 2016. The Ombudsmen also found fault with these organisations’ handling of a complaint from the woman’s family. The Council and Trust have agreed to apologise for the distress caused and pay a financial remedy in recognition of this.

Pennine Acute Hospitals NHS Trust (18 002 874a)

Statement Upheld Hospital acute services 12-Sep-2019

Summary: Ms N complained about the health and social care support provided to her late father Mr N by the Council, Trust and GP Practice when he became homeless. The Ombudsmen have found fault by the Council and Trust in relation to the information provided to Ms N about the care home, including funding. This caused Ms N unnecessary stress and confusion, and potentially left her or Mr N’s estate out of pocket. The Ombudsmen have found no fault by the GP Practice. The Council and Trust have accepted our recommendations, so we have completed our investigation.

Ribblesdale Medical Practice & Townside Surgery (18 002 874b)

Statement Not upheld General practice 12-Sep-2019

Summary: Ms N complained about the health and social care support provided to her late father Mr N by the Council, Trust and GP Practice when he became homeless. The Ombudsmen have found fault by the Council and Trust in relation to the information provided to Ms N about the care home, including funding. This caused Ms N unnecessary stress and confusion, and potentially left her or Mr N’s estate out of pocket. The Ombudsmen have found no fault by the GP Practice. The Council and Trust have accepted our recommendations, so we have completed our investigation.

Ribblesdale Medical Practice & Townside Surgery (18 002 874c)

Statement Not upheld General practice 12-Sep-2019

Summary: Ms N complained about the health and social care support provided to her late father Mr N by the Council, Trust and GP Practice when he became homeless. The Ombudsmen have found fault by the Council and Trust in relation to the information provided to Ms N about the care home, including funding. This caused Ms N unnecessary stress and confusion, and potentially left her or Mr N’s estate out of pocket. The Ombudsmen have found no fault by the GP Practice. The Council and Trust have accepted our recommendations, so we have completed our investigation.

Oxleas NHS Foundation Trust (19 000 818a)

Statement Closed after initial enquiries Mental health services 10-Sep-2019

Summary: The Ombudsmen will not investigate Ms T’s complaint about the care of her father from 2015 to November 2017. The complaints are late and there are insufficient grounds to accept them now.

Lewisham & Greenwich NHS Trust (19 000 818b)

Statement Closed after initial enquiries Hospital acute services 10-Sep-2019

Summary: The Ombudsmen will not investigate Ms T’s complaint about the care of her father from 2015 to November 2017. The complaints are late and there are insufficient grounds to accept them now.

Briset Corner Surgery (19 000 818c)

Statement Closed after initial enquiries General practice 10-Sep-2019

Summary: The Ombudsmen will not investigate Ms T’s complaint about the care of her father from 2015 to November 2017. The complaints are late and there are insufficient grounds to accept them now.

Bupa Care Homes (GL) Limited (19 000 818d)

Statement Closed after initial enquiries Other 10-Sep-2019

Summary: The Ombudsmen will not investigate Ms T’s complaint about the care of her father from 2015 to November 2017. The complaints are late and there are insufficient grounds to accept them now.

Greenwich and Bexley Community Hospice (19 000 818e)

Statement Closed after initial enquiries Other 10-Sep-2019

Summary: The Ombudsmen will not investigate Ms T’s complaint about the care of her father from 2015 to November 2017. The complaints are late and there are insufficient grounds to accept them now.

Surrey & Sussex Healthcare NHS Trust (18 001 953b)

Statement Upheld Hospital acute services 06-Sep-2019

Summary: The Ombudsmen found no fault by a Council and GP Practice in terms of the care provided to an elderly woman in hospital and a nursing home. The Ombudsmen found fault with the Trust’s failure to arrange a heart scan but are satisfied this did not have a significant impact on the woman’s care.