North Somerset Community Partnership (17 015 066e)

Statement Not upheld Other 04-Sep-2019

Summary: The Ombudsmen found North Somerset Council’s flawed safeguarding enquiry into Mrs D’s care and support caused Mrs C distress and uncertainty. St George’s Nursing Home’s (the Home) poor record keeping of Mrs D’s fluid intake and pressure sore care caused Mrs C uncertainty. The Home should remedy the distress Mrs C suffered when she found an antibiotic next to Mrs D’s bed. The Ombudsmen also found Bristol, North Somerset & South Gloucestershire Clinical Commissioning Group compounded Mrs C’s distress by significantly delaying handling her complaint.

Royal Devon & Exeter NHS Foundation Trust (18 013 412a)

Statement Closed after initial enquiries Other 02-Sep-2019

Summary: The Ombudsmen will not investigate Mr and Mrs Y’s complaint about the way the Trust and the Council carried out a safeguarding enquiry. This is because an investigation is unlikely to add to the responses Mr and Mrs Y have already received.

Hollymere House Care Home (18 016 698a)

Statement Not upheld Other 27-Aug-2019

Summary: Mr S complains the Home failed to provide adequate care to his late mother-in-law Mrs D, causing distress to Mrs D and her family and potentially contributing to her death. The Ombudsmen’s view is there is no evidence of fault causing injustice to Mrs D.

North Tees and Hartlepool NHS Foundation Trust (19 006 624a)

Statement Closed after initial enquiries Other 20-Aug-2019

Summary: The Ombudsman will not investigate this complaint about the Council not sending a letter to a hospital trust about Mr B’s reasonable adjustments. The complaint is late and Mr B has not provided an exceptional reason we should exercise discretion to investigate it.

Cranhill Nursing Home (18 002 879a)

Statement Upheld Other 15-Aug-2019

Summary: Mrs L complains Cranhill Nursing Home failed to care properly for her late husband Mr L. She also complains there was fault in the Council’s safeguarding investigation into Mr L’s care and the events leading up to his death. The Ombudsmen have partly upheld Mrs L’s complaints and made recommendations. The Ombudsmen have not found a link between poor care and Mr L’s death.

Mid Essex Clinical Commissioning Group (17 016 547b)

Statement Not upheld Other 13-Aug-2019

Summary: The Ombudsmen have found fault by a Council and two NHS Trusts with hospital discharge planning. This meant a patient’s discharge from hospital was delayed unnecessarily. The Ombudsmen also found fault by a Council with its best interest decision process. The Council has already acknowledged this and taken action to address the failings. The faults caused the complainant distress and inconvenience. The Ombudsmen have recommended the organisations apologise and pay the complainant a total of £400 in recognition of the injustice caused by the faults.

Aspen Grange Care Home (17 016 547c)

Statement Not upheld Other 13-Aug-2019

Summary: The Ombudsmen have found fault by a Council and two NHS Trusts with hospital discharge planning. This meant a patient’s discharge from hospital was delayed unnecessarily. The Ombudsmen also found fault by a Council with its best interest decision process. The Council has already acknowledged this and taken action to address the failings. The faults caused the complainant distress and inconvenience. The Ombudsmen have recommended the organisations apologise and pay the complainant a total of £400 in recognition of the injustice caused by the faults.

NHS East Riding of Yorkshire Clinical Commissioning Group (17 019 371b)

Statement Upheld Other 09-Aug-2019

Summary: The Council has admitted delaying in sending an invoice, which is fault. But there is no evidence of an injustice as Mrs X was liable for care charges. The Trust acted with fault in not being able to show it had considered Mrs X for continued health care funding but there is no evidence of injustice as it is unlikely Mrs X was eligible for health funding. The Ombudsmen also found fault with the Council in not carrying out a joint complaint investigation with the CCG. However, there was no injustice to Mrs X and Mrs Y and our investigation picked up the Trust and CCG’s evidence. The Ombudsman have recommended service improvements to remedy the faults identified.

Mansfield & Ashfield Clinical Commissioning Group (18 008 760a)

Statement Upheld Other 07-Aug-2019

Summary: A woman complained that a council and clinical commissioning group did not work together to meet her care needs after she fell. She said this caused her health to worsen. The Ombudsmen find that the council failed to respond properly to her request for more support hours. There was a fault with the clinical commissioning group’s communication. They have agreed to take action to remedy this.

Dudley Clinical Commissioning Group (17 000 897a)

Statement Upheld Other 01-Aug-2019

Summary: The complaint is about the late Mrs B’s care in hospital, in a nursing home and by her GP. We have upheld complaints of poor discharge planning by a council and clinical commissioning group. We have upheld a complaint against an NHS trust for making a safeguarding referral unnecessarily. We have also found poor record keeping by a nursing home. We have not upheld complaints about poor care in the nursing home, about GP care or about the trust discharging Mrs B to the nursing home. We have made recommendations for payments and apologies to remedy the distress to Mrs B’s family.