NHS West Yorkshire ICB - Calderdale (23 015 231d)

Statement Upheld Community hospital services 17-Sep-2025

Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.

Priory Adult Care (23 015 231b)

Statement Upheld Community hospital services 17-Sep-2025

Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.

Valorum Care Group Plc (23 015 231c)

Statement Upheld Community hospital services 17-Sep-2025

Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.

Manchester University NHS Foundation Trust (23 013 641a)

Statement Upheld Community hospital services 07-Jul-2025

Summary: Mrs X complained about the Council commissioned care package her mother, Mrs Y, received after discharge from an intermediate care facility. There were faults in the information the Council provided when commissioning the care package and care workers were unable to use the equipment. There were also faults in the way the Council and the Trust responded to the complaint. The Council and Trust have agreed to apologise and makes payments to Mrs X and Mrs Y to acknowledge the distress, frustration and uncertainty they were caused by the faults with the care arrangements. The Council has already made a symbolic payment to remedy the impact of its complaint handling faults. The Trust and Council has agreed to provide evidence of the action taken to improve joint complaint handling and discharge arrangements.

Lincolnshire Community Health Services (24 005 471b)

Statement Upheld Community hospital services 26-Jun-2025

Summary: Mrs X complained on behalf of her father, Mr Y about the way Lincolnshire County Council and United Lincolnshire Hospitals NHS Trust discharged him from hospital to a care home, The Old Rectory. The Hospital Trust acted with fault when it discharged Mr Y and should apologise to Mrs X for the uncertainty it caused her. It should also take action to avoid similar fault. Mrs X also complained about Lincolnshire Community Health Service NHS Trust’s support for Mr Y’s pressure sores. We found the Community Trust should have started care planning sooner than it did. While that did not cause any injustice, it should take action to avoid similar fault in future.

NHS North East London ICB (24 017 682b)

Statement Closed after initial enquiries Community hospital services 24-Jun-2025

Summary: Mr X complained about end-of-life care for his mother, Mrs Y, from Jewish Care, Gants Hill Medical Practice, Partnership Of East London Co-Operative, NHS North East London Integrated Care Board and London Ambulance Service NHS Trust. We would likely find fault with the Practice, PELC and ICB if we investigated the complaint. Those organisations have agreed to resolve the complaint by providing a proportionate remedy for the injustice Mr X suffered.

Cornwall Partnership NHS Foundation Trust (24 016 160a)

Statement Closed after initial enquiries Community hospital services 05-May-2025

Summary: We will not investigate Ms X’s complaint about the care and support provided to her daughter, Miss Y, by Cornwall Council and Cornwall Partnership NHS Foundation Trust. This is because the courts are currently considering these matters. Ms X can return to us at the conclusion of the legal process if she remains dissatisfied and we will consider whether there is any further action for us to take.

Central London Community Healthcare NHS Trust (24 013 547c)

Statement Closed after initial enquiries Community hospital services 19-Mar-2025

Summary: Ms X complained that the London Borough of Wandsworth and Central London Community Healthcare NHS Trust failed to arrange or provide adequate care for her mother, at home, in the summer of 2022. We will not investigate Ms X’s complaint. This is because it is unlikely an investigation would be able to make findings or recommend outcomes Ms X would find satisfactory.

NHS South Yorkshire ICB (24 007 778a)

Statement Closed after initial enquiries Community hospital services 19-Dec-2024

Summary: We will not investigate Ms X’s complaint about the arranging and managing of her care package which is funded by Sheffield City Council and NHS South Yorkshire ICB. This is because further investigation by the Ombudsmen is unlikely to add to the Council’s own investigation. While Ms X has ongoing concerns about the Council’s safeguarding process, it is too soon for us to look at this.

Creative Support Ltd (24 006 451a)

Statement Closed after initial enquiries Community hospital services 18-Dec-2024

Summary: Mr X complained a social worker told lies about him and a relative. We will not investigate the complaint because an investigation is unlikely to find fault with the Council or achieve what Mr X wants.