Surrey County Council (24 021 087)

Statement Upheld Mental health services 25-Nov-2025

Summary: Mr A has complained about a lack of aftercare planning by a Council, Integrated Care Board and a Mental Health Trust for his daughter, Miss B. Mr A said this led to deterioration in her mental health. We found fault with these organisations who have agreed to carry out our recommendations to remedy the injustice to Mr A and his daughter.

South West London & St. Georges Mental Health NHS Trust (24 021 087a)

Statement Upheld Hospital acute services 25-Nov-2025

Summary: Mr A has complained about a lack of aftercare planning by a Council, Integrated Care Board and a Mental Health Trust for his daughter, Miss B. Mr A said this led to deterioration in her mental health. We found fault with these organisations who have agreed to carry out our recommendations to remedy the injustice to Mr A and his daughter.

NHS Surrey Heartlands ICB (24 021 087b)

Statement Upheld Mental health services 25-Nov-2025

Summary: Mr A has complained about a lack of aftercare planning by a Council, Integrated Care Board and a Mental Health Trust for his daughter, Miss B. Mr A said this led to deterioration in her mental health. We found fault with these organisations who have agreed to carry out our recommendations to remedy the injustice to Mr A and his daughter.

Bupa Care Homes (CFH Care) Limited (25 001 947a)

Statement Closed after initial enquiries Care and treatment 24-Nov-2025

Summary: Mrs X complained about many issues relating to the Care Provider’s management of her late parents (Mr and Mrs Y’s) care in one of its residential care homes. Some of the complaints are late. An insurance or court claim for loss or damage to valuables would be a more appropriate way for Mrs X to pursue compensation. The injustice to Mrs X from the other matters she complains of is not significant enough for us to investigate the matters. Therefore, we will not investigate Mrs X’s complaints.

NHS Somerset Integrated Care Board (25 005 190a)

Statement Closed after initial enquiries Mental health services 21-Nov-2025

Summary: Ms X complained about Somerset Council and Somerset Integrated Care Board’s care and support to her son, Mr Y, under Section 117 of the Mental Health Act in 2022 and 2023. We have decided we should not accept Ms X acting as Mr Y’s representative.

Royal Free London NHS Foundation Trust (25 004 457a)

Statement Closed after initial enquiries Hospital acute services 11-Nov-2025

Summary: We will not investigate Ms X and Ms Y’s complaint about their mother, Ms Z. Due the length of time which has passed, we are unlikely to be able to reach reliable conclusions or achieve meaningful outcomes for Ms X, Ms Y and Ms Z.

Maywood Healthcare Centre (25 004 266a)

Statement Closed after initial enquiries General practice 03-Nov-2025

Summary: Mrs X complained West Sussex County Council failed to provide her late husband, Mr X, with alternative domiciliary care after a care agency ended its contract. She said this meant he had to go into residential care in one of Saffronland Homes’ nursing homes. Mrs X says he received poor care there from both the nursing home and Maywood Health Centre. Mrs X says Mr X was unhappy in the care home and considers he would still be alive, had he received better care. We will not investigate this complaint. Parts of the complaint are late. For other parts, it would have been reasonable for Mrs X to seek a legal remedy in the courts. We are unlikely to achieve the outcome Mrs X seeks by investigating the rest of her complaint.

Saffronland Homes (25 004 266b)

Statement Closed after initial enquiries Care and treatment 03-Nov-2025

Summary: Mrs X complained West Sussex County Council failed to provide her late husband, Mr X, with alternative domiciliary care after a care agency ended its contract. She said this meant he had to go into residential care in one of Saffronland Homes’ nursing homes. Mrs X says he received poor care there from both the nursing home and Maywood Health Centre. Mrs X says Mr X was unhappy in the care home and considers he would still be alive, had he received better care. We will not investigate this complaint. Parts of the complaint are late. For other parts, it would have been reasonable for Mrs X to seek a legal remedy in the courts. We are unlikely to achieve the outcome Mrs X seeks by investigating the rest of her complaint.

Stockport NHS Foundation Trust (25 002 152a)

Statement Closed after initial enquiries Hospital acute services 29-Oct-2025

Summary: Ms B complained that the Council and Trust failed to involve her in discharge planning for Ms C. We will not investigate Ms B’s complaint as it is unlikely we could add to the responses Ms B has already received.

Northamptonshire Health Care NHS Foundation Trust (24 015 710a)

Statement Upheld Mental health services 20-Oct-2025

Summary: Ms X complained about a failure to complete a s117 aftercare plan before she left hospital or after she returned home. We found fault that a council and an NHS trust did not complete a s117 aftercare plan. This caused Ms X stress and frustration which is an injustice. Further, we found fault in the way the Trust handled Ms X’s complaint which caused more injustice. The council and NHS trust agreed to apologise, take corrective action and make financial payments to address the injustice.