NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (23 000 946a)

Statement Upheld Assessment and funding 27-Feb-2025

Summary: Mrs G complained about the decision by NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (the ICB) to reduce the night-time support for her child, D. She also complained about the way Milton Keynes Council (the Council) considered respite for the family and a preferred placement. We found fault in the way the ICB decided to reduce night-time support as it did not follow the recommendations from an independent assessment or properly consider the impact its decision would have on D’s parents. This likely caused D’s parents avoidable worry and distress. The Council did not provide enough support to meet the family’s needs but acted to put things right during our investigation. There was a lack of joined up working when assessing D’s health and social care needs. The ICB and Council have accepted our recommendations to complete a holistic review of D’s needs, apologise to Mrs G, make acknowledgement payments and improve their processes. We have now completed our investigation.

NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (23 000 946b)

Statement Upheld Assessment and funding 27-Feb-2025

Summary: Mrs G complained about the decision by NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (the ICB) to reduce the night-time support for her child, D. She also complained about the way Milton Keynes Council (the Council) considered respite for the family and a preferred placement. We found fault in the way the ICB decided to reduce night-time support as it did not follow the recommendations from an independent assessment or properly consider the impact its decision would have on D’s parents. This likely caused D’s parents avoidable worry and distress. The Council did not provide enough support to meet the family’s needs but acted to put things right during our investigation. There was a lack of joined up working when assessing D’s health and social care needs. The ICB and Council have accepted our recommendations to complete a holistic review of D’s needs, apologise to Mrs G, make acknowledgement payments and improve their processes. We have now completed our investigation.

Wirral University Teaching Hospital NHS Foundation Trust (24 010 401a)

Statement Not upheld Assessment and funding 20-Feb-2025

Summary: We have not found fault in Wirral Metropolitan Borough Council’s decision to charge Mr X a contribution toward the cost of his care after he left hospital. There is evidence that professionals from the Council and the NHS were transparent about the possible charges.

NHS Cheshire and Merseyside ICB (24 010 401b)

Statement Not upheld Assessment and funding 20-Feb-2025

Summary: We have not found fault in Wirral Metropolitan Borough Council’s decision to charge Mr X a contribution toward the cost of his care after he left hospital. There is evidence that professionals from the Council and the NHS were transparent about the possible charges.

Wirral Community Health and Care NHS Foundation Trust (24 010 401c)

Statement Not upheld Assessment and funding 20-Feb-2025

Summary: We have not found fault in Wirral Metropolitan Borough Council’s decision to charge Mr X a contribution toward the cost of his care after he left hospital. There is evidence that professionals from the Council and the NHS were transparent about the possible charges.

NHS Cheshire and Merseyside ICB (24 003 850a)

Statement Not upheld Assessment and funding 12-Feb-2025

Summary: We uphold Mrs X’s complaint that Gainsborough House and Liverpool City Council provided inaccurate information about a change to her sister, Ms Y’s, care funding. However, we did not find this caused a financial injustice to Ms Y. The Care Home and the Council will apologise to Mrs X for the confusion caused. We did not find fault with the actions of NHS Cheshire and Merseyside ICB.

NHS Cheshire and Merseyside ICB (23 016 524b)

Statement Not upheld Assessment and funding 27-Aug-2024

Summary: Miss X complains about the care provided to her deceased partner Mr Y. Park House Care Home ran out of his prescribed antibiotic, he got an infection and three days later sadly died. We found indications of fault; staff did not keep accurate records, so I do not know what happened. We cannot remedy the injustice to Mr Y so we recommended and Four Seasons agreed to apologise, make service improvements and a symbolic payment to remedy the injustice to Miss X.

Midlands and Lancashire CSU HQ (23 014 962a)

Statement Closed after initial enquiries Assessment and funding 06-Aug-2024

Summary: Ms A has complained on behalf of a residential care home about a lack of funding by a council and an integrated care board for the increased support the care home provided to a resident. Ms A has also complained about a lack of safeguarding by the Council. We do not find fault with the Integrated Care Board. We find fault with the Council in relation to funding and safeguarding leading to a financial shortfall and increased risk for the Home. The Council has agreed to a financial remedy, apology and a reminder to staff as a satisfactory remedy.

NHS Leicester, Leicestershire and Rutland Integrated Care Board (23 014 962b)

Statement Not upheld Assessment and funding 06-Aug-2024

Summary: Ms A has complained on behalf of a residential care home about a lack of funding by a council and an integrated care board for the increased support the care home provided to a resident. Ms A has also complained about a lack of safeguarding by the Council. We do not find fault with the Integrated Care Board. We find fault with the Council in relation to funding and safeguarding leading to a financial shortfall and increased risk for the Home. The Council has agreed to a financial remedy, apology and a reminder to staff as a satisfactory remedy.

NHS West Yorkshire ICB - Leeds (23 012 516a)

Statement Not upheld Assessment and funding 26-Mar-2024

Summary: Mrs Y complained that services failed to provide funding for her father’s post-hospital care for long enough. We found that an Integrated Care Board funded the person’s care for an appropriate length of time. However, we found fault in the way the Council explained the process to the family. This caused avoidable stress, frustration and time and trouble for Mrs Y. In addition, we found fault in the way the Council responded to the family’s request for a meeting to discuss their complaint. We recommended that the Council apologises, makes a small financial payment to recognise the injustice and provides evidence of its learning from the complaint.