Gloucestershire Health and Care NHS Foundation Trust (20 007 614b)

Statement Upheld Community hospital services 16-Sep-2021

Summary: Miss B and Mrs C complain about the care their late grandmother Mrs P received in a council-funded care home and from district nurses. Failings in Mrs P’s care by the Home and district nurses led to her developing severe pressures ulcers in the last weeks of her life. The Council did not investigate key issues in the complaint. The organisations should apologise and make a payment to Miss B and Mrs C to acknowledge the distress they suffered. The Council should also ensure the Home makes service improvements.

North Bristol NHS Trust (19 018 582a)

Statement Not upheld Hospital acute services 16-Sep-2021

Summary: Miss H complains about what happened when her mother, Mrs D was discharged from hospital. We found no fault by the Trust or Council in the way Mrs D was discharged from hospital, or in how they communicated with Mrs D and her family about the discharge process.

Guy's and St Thomas' NHS Foundation Trust (21 003 944a)

Statement Closed after initial enquiries Community hospital services 13-Sep-2021

Summary: We will not investigate Miss V’s complaint about London Borough of Lambeth’s safeguarding investigation. We are unlikely to find fault with the Council’s actions.

South Tyneside and Sunderland NHS Foundation Trust (20 003 765a)

Statement Upheld Hospital acute services 10-Sep-2021

Summary: Mrs B complained about nursing, personal care, and discharge planning provided to her mother, Mrs E. We found fault by the Trust, in personal care, record-keeping and moving and handling. We also found fault by the Council by not involving Mrs B in the discharge planning meeting. The Council and Trust have agreed to apologise to Mrs B and take steps to improve their services. They have also agreed to pay a financial remedy in view of the distress caused to Mrs B.

South West London & St. Georges Mental Health NHS Trust (20 000 987a)

Statement Upheld Mental health services 09-Sep-2021

Summary: A nursing home took too long to tell the complainant, Miss D, that her mother Mrs M had died, as the Home had not kept proper records about next of kin. It also did not manage Mrs M’s personal belongings or her finances properly. The NHS Trust responsible for managing Mrs M’s money failed to do this adequately or to safeguard her finances. We did not find failings in the way the Trust and the Council partly responsible for commissioning Mrs M’s placement at the Home handled Miss D’s complaint. Miss D said she suffered avoidable distress and inconvenience, and she believed the Home owed money to Mrs M’s estate. The organisations have agreed to apologise to Miss D and take action to prevent similar problems in future. They have also agreed to reimburse Mrs M’s estate with any money due to it.

NHS South West London Clinical Commissioning Group (20 000 987b)

Statement Upheld Mental health services 09-Sep-2021

Summary: A nursing home took too long to tell the complainant, Miss D, that her mother Mrs M had died, as the Home had not kept proper records about next of kin. It also did not manage Mrs M’s personal belongings or her finances properly. The NHS Trust responsible for managing Mrs M’s money failed to do this adequately or to safeguard her finances. We did not find failings in the way the Trust and the Council partly responsible for commissioning Mrs M’s placement at the Home handled Miss D’s complaint. Miss D said she suffered avoidable distress and inconvenience, and she believed the Home owed money to Mrs M’s estate. The organisations have agreed to apologise to Miss D and take action to prevent similar problems in future. They have also agreed to reimburse Mrs M’s estate with any money due to it.

Rosedene Nursing Home (20 000 987d)

Statement Upheld Mental health services 09-Sep-2021

Summary: A nursing home took too long to tell the complainant, Miss D, that her mother Mrs M had died, as the Home had not kept proper records about next of kin. It also did not manage Mrs M’s personal belongings or her finances properly. The NHS Trust responsible for managing Mrs M’s money failed to do this adequately or to safeguard her finances. We did not find failings in the way the Trust and the Council partly responsible for commissioning Mrs M’s placement at the Home handled Miss D’s complaint. Miss D said she suffered avoidable distress and inconvenience, and she believed the Home owed money to Mrs M’s estate. The organisations have agreed to apologise to Miss D and take action to prevent similar problems in future. They have also agreed to reimburse Mrs M’s estate with any money due to it.

Midlands Partnership NHS Foundation Trust (20 008 962a)

Statement Not upheld Assessment and funding 08-Sep-2021

Summary: Dr X complained about delay in arranging a fast-track continuing healthcare assessment for her father. We did not find fault by a Council or a Trust in considering referral for a continuing healthcare assessment sooner. However, we found fault with the Council’s complaint handling. We recommended a financial payment to recognise the additional distress this caused.

North East London NHS Foundation Trust (21 001 926a)

Statement Closed after initial enquiries Mental health services 08-Sep-2021

Summary: We uphold Mr X and Mrs Y’s complaint. Essex County Council delayed handling their complaint at stage two of the children’s statutory complaints procedure. The Council has agreed to complete its stage two investigation. It will offer to make Mr X and Mrs Y a payment to remedy the time and trouble its delay caused them.

Devon Partnership NHS Trust (21 002 605a)

Statement Closed after initial enquiries Mental health services 08-Sep-2021

Summary: We will not investigate this complaint about the decision to withdraw Section 117 aftercare services from the complainant. This is because the complaint relates to matters that occurred more than 12 months ago. These matters are late for our consideration.