Basildon and Brentwood Clinical Commissioning Group (19 013 095a)

Statement Not upheld Mental health services 28-May-2021

Summary: Mrs G complained about funding decisions affecting her late aunt, Mrs B’s, residential care. We have not upheld the complaints about Basildon and Brentwood Clinical Commissioning Group or about Essex County Council’s actions relating to free aftercare. We have upheld some of Mrs G’s complaints about the way the Council provided information about Mrs B’s care arrangements. The faults caused Mrs G avoidable time, trouble and frustration. The Council accepted our recommendation of an apology and financial remedy for Mrs G. We have therefore completed our investigation.

NHS North Central London Clinical Commissioning Group (Haringey) (20 004 145a)

Statement Upheld Covid-19 25-May-2021

Summary: Mr B complained that the Council stopped his mother,
Miss M’s, reablement care, contrary to Government guidance and a letter from the Clinical Commissioning Group (CCG). The Council was entitled to end Miss M’s reablement care when she reached her reablement goals. However, the Council and CCG were at fault in communicating poorly with Miss M and Mr B. This caused them avoidable confusion and frustration. The Council and CCG accept our recommendations, so we have completed our investigation.

Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust (20 012 327a)

Statement Closed after initial enquiries Mental health services 25-May-2021

Summary: The Ombudsmen will not investigate this complaint as it is unlikely an investigation would lead to evidence based findings of fault leading to a personal injustice.

London North West Healthcare NHS Trust (21 000 366a)

Statement Closed after initial enquiries Community hospital services 24-May-2021

Summary: The Ombudsmen have decided they will not investigate a complaint about a person’s health and social care as it has not been made by a suitable person.

Essex Partnership University Foundation Trust (19 016 759a)

Statement Upheld Mental health services 24-May-2021

Summary: We found a Trust failed to appropriately assess and record the needs of a young woman with entitlement to aftercare services under Section 117 of the Mental Health Act 1983 before discharging her into the community. The Trust will apologise to the complainant and pay a financial remedy in recognition of the impact of this fault on her. The Trust, Council and CCG will also review relevant policies and procedures to prevent similar problems occurring in future.

Basildon and Brentwood Clinical Commissioning Group (19 016 759b)

Statement Upheld Mental health services 24-May-2021

Summary: We found a Trust failed to appropriately assess and record the needs of a young woman with entitlement to aftercare services under Section 117 of the Mental Health Act 1983 before discharging her into the community. The Trust will apologise to the complainant and pay a financial remedy in recognition of the impact of this fault on her. The Trust, Council and CCG will also review relevant policies and procedures to prevent similar problems occurring in future.

Warrington & Halton Hospitals NHS Foundation Trust (19 018 188a)

Statement Not upheld Hospital acute services 18-May-2021

Summary: Mr B complained about what happened when his father, Mr C, was discharged from hospital to a nursing home. We found no fault in the way the Council and Trust arranged Mr C’s discharge from hospital and communicated with his family. We note that the CCG has appropriately offered to review Mr C’s eligibility for NHS continuing healthcare.

Warrington Clinical Commissioning Group (19 018 188b)

Statement Upheld Other 18-May-2021

Summary: Mr B complained about what happened when his father, Mr C, was discharged from hospital to a nursing home. We found no fault in the way the Council and Trust arranged Mr C’s discharge from hospital and communicated with his family. We note that the CCG has appropriately offered to review Mr C’s eligibility for NHS continuing healthcare.

Guy’s and St Thomas’ NHS Foundation Trust (20 001 348a)

Statement Not upheld Community hospital services 11-May-2021

Summary: The Ombudsmen have not found fault by a Council or an NHS Trust about their assessment or decision to discontinue parts of a reablement care package because the individual was unable to participate due to her dementia at that time. We have also not found fault with either organisation’s complaint handling.

Central and North West London NHS Foundation Trust (20 000 114a)

Statement Upheld Autism 06-May-2021

Summary: Ms B complained about the way an integrated health and social care service which includes a Council and four NHS Trusts completed assessments to decide whether her child had autism. She also complained about delays in the assessment process and a failure to make reasonable adjustments. We found no fault in the way the integrated service, Camden MOSAIC, completed an autism diagnostic assessment. There was a two-month delay in the assessment process which caused limited personal injustice but led to service improvements. Camden MOSAIC also failed to follow up on a referral for a second opinion. There was a delay agreeing reasonable adjustments by one of the NHS Trust and this caused Ms B injustice when accessing the service, but it has since improved. We recommend the NHS Trust apologise to Ms B. All the authorities within Camden MOSAIC should work together to improve the way referrals are followed up and monitored.