Barnsley Hospital NHS Foundation Trust (19 006 081a)

Statement Closed after initial enquiries Hospital acute services 05-Nov-2019

Summary: The Ombudsmen will not investigate Mr and Mrs Z’s complaint about the Council’s involvement in planning Mrs Z’s mother’s discharge from hospital. This is because, based on the information we have seen, it is unlikely an investigation would be able to find enough independent evidence to make a meaningful finding.

Royal Free London NHS Foundation Trust (17 016 601a)

Statement Not upheld Hospital acute services 22-Oct-2019

Summary: The Ombudsmen find a Council at fault for an avoidable delay in arranging a patient’s discharge from hospital. As a result the patient did not get home and suffered avoidable frustration, as did her son and his wife. The Council agreed to provide an apology, a small payment to recognise the avoidable frustration, to repay any care contributions the patient should not have paid, and to take action to prevent recurrences.

Whittington NHS Trust (17 016 601b)

Statement Closed after initial enquiries Hospital acute services 22-Oct-2019

Summary: The Ombudsmen find a Council at fault for an avoidable delay in arranging a patient’s discharge from hospital. As a result the patient did not get home and suffered avoidable frustration, as did her son and his wife. The Council agreed to provide an apology, a small payment to recognise the avoidable frustration, to repay any care contributions the patient should not have paid, and to take action to prevent recurrences.

Portsmouth Hospitals NHS Trust (18 013 778a)

Statement Upheld Hospital acute services 15-Oct-2019

Summary: Mrs D complains about the care of her late mother-in-law by a care home and Trust. The Ombudsmen have found fault causing injustice. The Trust and Council have agreed to apologise and make payments to Mrs D.

Epsom and St Helier University Hospital NHS Trust (17 018 278b)

Statement Upheld Hospital acute services 19-Sep-2019

Summary: The complainant, Mrs B, says communication between the London Borough of Sutton and Epsom and St Helier University Hospitals NHS Trust was poor when they dealt with her late husband’s discharge from hospital. She also complained about the way Sutton Clinical Commissioning Group considered her husband’s eligibility for healthcare funding. The Ombudsmen found communication between the Council and the Trust was satisfactory, but they failed to share copies of assessments with Mrs B. The Clinical Commissioning Group properly considered whether Mrs B’s husband was eligible for healthcare funding but did not initially write to Mrs B with the outcome of its consideration. The authorities have agreed to the Ombudsmen’s recommendations and will apologise to Mrs B, pay a financial remedy to acknowledge the injustice caused and remind their staff of the importance of sharing copies of assessments and outcome of decisions.

University Hospitals of North Midlands NHS Trust (18 003 852b)

Statement Not upheld Hospital acute services 19-Sep-2019

Summary: The complainant, Ms B, said the care and treatment provided to her late father when he was approaching the end of his life by Staffordshire County Council, Newford Nursing Home and University Hospitals of North Midlands NHS Trust fell below expected standards. She also said the Home and the Trust did not communicate properly about the plan for her father’s care when he was discharged from hospital. As a result, she said she experienced distress and confusion. The Ombudsmen did not find fault in the care and treatment provided to the complainant’s father or in the way the authorities communicated with each other. However, the Home was not open and transparent with Ms B when it communicated the timing of her father’s death in the Home. The Council and the Home have agreed to the Ombudsmen’s recommendations and will apologise, make an acknowledgement payment and improve the Home’s procedures for planning end of life care with residents and their families.

Northumbria Healthcare NHS Foundation Trust (18 018 215a)

Statement Closed after initial enquiries Hospital acute services 17-Sep-2019

Summary: Mr and Mrs Y complain about the services provided by the Council to their late daughter, Ms J. The Ombudsmen will not investigate their complaint against the Council, as it is unlikely an investigation would achieve anything further for Mr and Mrs Y.

The Newcastle Upon Tyne Hospitals NHS Foundation Trust (18 018 215b)

Statement Closed after initial enquiries Hospital acute services 17-Sep-2019

Summary: Mr and Mrs Y complain about the services provided by the Council to their late daughter, Ms J. The Ombudsmen will not investigate their complaint against the Council, as it is unlikely an investigation would achieve anything further for Mr and Mrs Y.

Croydon Health Services NHS Trust (18 009 643a)

Statement Upheld Hospital acute services 13-Sep-2019

Summary: The Ombudsmen found fault by the Council and Trust with regards to the handling of an elderly woman’s discharge from hospital in October 2016. The Ombudsmen also found fault with these organisations’ handling of a complaint from the woman’s family. The Council and Trust have agreed to apologise for the distress caused and pay a financial remedy in recognition of this.

Pennine Acute Hospitals NHS Trust (18 002 874a)

Statement Upheld Hospital acute services 12-Sep-2019

Summary: Ms N complained about the health and social care support provided to her late father Mr N by the Council, Trust and GP Practice when he became homeless. The Ombudsmen have found fault by the Council and Trust in relation to the information provided to Ms N about the care home, including funding. This caused Ms N unnecessary stress and confusion, and potentially left her or Mr N’s estate out of pocket. The Ombudsmen have found no fault by the GP Practice. The Council and Trust have accepted our recommendations, so we have completed our investigation.