NHS Derby & Derbyshire ICB (25 012 923a)

Statement Closed after initial enquiries Mental health services 06-Apr-2026

Summary: We will not investigate Mrs X’s complaint about the way in which Derby City Council and NHS Derby and Derbyshire Integrated Care Board dealt with her father, Mr Y’s, accommodation as we would be unlikely to find fault.

CSH Surrey (25 018 245a)

Statement Closed after initial enquiries Community hospital services 01-Apr-2026

Summary: We will not investigate Mr C’s complaint about the removal of funding for his mother’s care home fees. We are unlikely to find fault by the NHS provider and Council on the key issues. We also consider the NHS provider has taken appropriate action to improve, and an investigation by us would not add to this.

Norfolk & Suffolk NHS Foundation Trust (25 021 522a)

Statement Closed after initial enquiries Mental health services 31-Mar-2026

Summary: We will not investigate Mr X’s complaint about the care provided to him by Norfolk County Council, Norfolk and Suffolk NHS Foundation Trust and NHS Norfolk and Waveney Integrated Care Board. This is because an investigation would be unable to achieve the outcomes he is seeking.

NHS Norfolk and Waveney ICB (25 021 522b)

Statement Closed after initial enquiries Mental health services 31-Mar-2026

Summary: We will not investigate Mr X’s complaint about the care provided to him by Norfolk County Council, Norfolk and Suffolk NHS Foundation Trust and NHS Norfolk and Waveney Integrated Care Board. This is because an investigation would be unable to achieve the outcomes he is seeking.

NHS North East London ICB (25 007 545b)

Statement Upheld Mental health services 30-Mar-2026

Summary: Ms A complains about a Council, Care Home and an Integrated Care Board regarding a referral for her sister, Dr B’s suspected cancer. Ms A says a delayed referral led to delayed treatment for her sister and she subsequently died. We found fault in communication and complaint handling leading to uncertainty for Ms A. The Care Home has agreed to our recommendations to carry out actions to address this uncertainty.

NHS South West London ICB (24 015 136a)

Statement Not upheld Mental health services 29-Mar-2026

Summary: Mr Y complained that the London Borough of Richmond upon Thames and NHS South West London Integrated Care Board did not pay the rent for his daughter’s specialist accommodation, despite it being part of her section 117 aftercare needs. We found fault with the Council. It managed the process of identifying and securing Miss X’s accommodation and should have included rent, and associated costs, in its costings and should have paid them from the outset. It should not have made the person liable for the rent and expected them to apply for benefits to fund it. This fault caused Mr Y avoidable stress and inconvenience. We have not found fault with the ICB as it did not make the decisions we found fault with.

Norfolk & Norwich University Hospitals NHS Foundation Trust (24 006 266a)

Statement Upheld Hospital acute services 26-Mar-2026

Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.

Norfolk & Norwich University Hospitals NHS Foundation Trust (24 006 266b)

Statement Upheld Hospital acute services 26-Mar-2026

Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.

Norfolk Community Health and Care NHS Trust (24 006 266c)

Statement Upheld Hospital acute services 26-Mar-2026

Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.

Norfolk Community Health and Care NHS Trust (24 006 266d)

Statement Upheld Hospital acute services 26-Mar-2026

Summary: Mrs Y and Mrs X complained about Norfolk County Council (the Council), Norfolk & Norwich University Hospitals NHS Foundation Trust (the Hospital Trust) and Norfolk Community Health and Care NHS Trust (the Community Trust). They complained about flawed hospital discharge, poor communication and poor care in a residential reablement unit. We have upheld some of their complaints about poor communication by the Hospital Trust and the Council, and poor care by the Council. We consider the faults we found led to avoidable distress and loss of dignity for Mrs X, and avoidable frustration, uncertainty and worry for both complainants. The Hospital Trust and the Council have accepted our recommendations for remedy. We have not upheld the other complaints. We have now completed our investigation.