LloydsPharmacy Limited (18 001 076c)

Statement Closed after initial enquiries Other 11-Jun-2019

Summary: Ms Y complains about the care and treatment provided to her daughter, Ms X, mostly over a period of six days. The Ombudsmen do not find good reasons to criticise the clinical decisions taken about her care. However, there is evidence of fault causing injustice in the way NHS England dealt with the complaint. To remedy the outstanding injustice, the Ombudsmen recommend NHS England offers a symbolic payment of £100 to Ms X’s mother, Ms Y, for the inconvenience caused by its delays.

NHS England - South West Area Team (18 001 076d)

Statement Upheld Other 11-Jun-2019

Summary: Ms Y complains about the care and treatment provided to her daughter, Ms X, mostly over a period of six days. The Ombudsmen do not find good reasons to criticise the clinical decisions taken about her care. However, there is evidence of fault causing injustice in the way NHS England dealt with the complaint. To remedy the outstanding injustice, the Ombudsmen recommend NHS England offers a symbolic payment of £100 to Ms X’s mother, Ms Y, for the inconvenience caused by its delays.

Saxondale Nursing Home (18 010 443b)

Statement Upheld Other 07-Jun-2019

Summary: Mrs D complained that a GP practice and nursing home failed to provide her father with medication he needed for four days and that this led to his death. The Ombudsmen find that both the GP practice and nursing home failed to make sure he received the medication on time, and this reduced his chances of surviving an infection. They have agreed to actions to address this.

Oxfordshire Clinical Commissioning Group (18 009 212a)

Statement Closed after initial enquiries Other 05-Jun-2019

Summary: The Ombudsmen will not investigate Mrs X’s complaints that the Council has refused to refund her late mother (Mrs Z’s) care fees and that the Clinical Commissioning Group (CCG) has refused to reconsider its decision about NHS care funding. The CCG has now reviewed its decision about NHS funding. I have asked the Council and CCG to reconsider whether the residential care should have been free aftercare under the Mental Health Act 1983.

Redbridge Clinical Commissioning Group (18 011 543a)

Statement Closed after initial enquiries Other 29-May-2019

Summary: The Ombudsmen should not investigate Mr B’s complaint about poor communication and a lack of transparency when the funding arrangements for a respite placement changed. The London Borough of Redbridge and Barking, Havering and Redbridge Clinical Commissioning Groups have already explained what happened and apologised. An investigation by the Ombudsmen is unlikely to achieve more.

NHS Sheffield Clinical Commissioning Group (17 002 402a)

Statement Not upheld Other 28-May-2019

Summary: The Ombudsmen found fault with a Council and a CCG in delaying care and funding assessments. This did not cause an injustice to the individual receiving care. There was an injustice to the carer with delays in being able to access respite support but they do not wish to receive an apology from the Council. The Ombudsmen did not find fault with the care provided by the organisations or with decisions to use safeguarding procedures to consider concerns about an individual’s safety. The Ombudsmen found no fault by an NHS Trust about its role in providing care equipment.

Sheffield Teaching Hospitals NHS Foundation Trust (17 002 402b)

Statement Not upheld Other 28-May-2019

Summary: The Ombudsmen found fault with a Council and a CCG in delaying care and funding assessments. This did not cause an injustice to the individual receiving care. There was an injustice to the carer with delays in being able to access respite support but they do not wish to receive an apology from the Council. The Ombudsmen did not find fault with the care provided by the organisations or with decisions to use safeguarding procedures to consider concerns about an individual’s safety. The Ombudsmen found no fault by an NHS Trust about its role in providing care equipment.

2gether NHS Foundation Trust (17 010 997a)

Statement Upheld Other 28-May-2019

Summary: Mr D complained the Trust, the Council and the Clinical Commissioning Group (CCG) failed to consider what aftercare services his son, Mr B, would need on discharge from hospital. He also said the authorities then failed to implement an agreed care package and this had an adverse impact on Mr B’s wellbeing. The Ombudsmen found the authorities failed to have a specific aftercare plan in place when Mr B left hospital and failed to keep an appropriate plan for his care, support and safety under review in one place. The Trust, the Council and the CCG have agreed to the Ombudsmen’s recommendations to apologise, pay a financial remedy, ensure a robust care and support plan is in place for Mr B, improve aftercare planning and address a gap in commissioning.

Gloucestershire Clinical Commissioning Group (17 010 997b)

Statement Upheld Other 28-May-2019

Summary: Mr D complained the Trust, the Council and the Clinical Commissioning Group (CCG) failed to consider what aftercare services his son, Mr B, would need on discharge from hospital. He also said the authorities then failed to implement an agreed care package and this had an adverse impact on Mr B’s wellbeing. The Ombudsmen found the authorities failed to have a specific aftercare plan in place when Mr B left hospital and failed to keep an appropriate plan for his care, support and safety under review in one place. The Trust, the Council and the CCG have agreed to the Ombudsmen’s recommendations to apologise, pay a financial remedy, ensure a robust care and support plan is in place for Mr B, improve aftercare planning and address a gap in commissioning.

Birdscroft Nursing Home (18 002 950a)

Statement Closed after initial enquiries Other 13-May-2019

Summary: The Ombudsmen will not investigate Ms R’s complaint about the care provided to her late partner, Mr B, in two nursing homes and a hospital Trust, and about the Council’s actions in relation to safeguarding and her partner’s best interests. We are unlikely to find fault in the actions of the Council, the nursing homes and the Trust. We are also unlikely to be able to resolve the conflicting accounts between Ms R and the organisations she complains about.