Great Yarmouth & Waveney Clinical Commissioning Group (18 016 392a)

Statement Not upheld Community hospital services 27-Sep-2019

Summary: The Ombudsmen find no fault by a Council and Clinical Commissioning Group in relation to the care and support they provided to a woman with complex care needs.

Cambridgeshire and Peterborough NHS Foundation Trust (19 000 830a)

Statement Upheld Other 27-Sep-2019

Summary: There was fault in Miss C’s health and social care assessments: they were delayed and Mr C, her father, did not receive timely copies. This meant he did not have the chance to challenge inaccuracies. As a result, there was a delay in Miss C receiving specialist healthcare to increase her independence. The Council and Trust will apologise, pay Miss C £250 and review the learning disability partnership’s policies and procedures to ensure they refer to current law and guidance.

Humber NHS Teaching Foundation Trust (18 002 657b)

Statement Upheld Other 25-Sep-2019

Summary: Mrs C complains about the care Mrs D received while in a Care Home. The poor care led to pressure sores, dehydration and weight loss. The Ombudsmen uphold the complaint. We find fault from both the Care Home and a District Nurses Team in the advice and care around pressure damage. We also find other instances of poor care and record keeping by the Care Home. We have made recommendations.

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.

Newford Nursing Home (18 003 852a)

Statement Upheld Other 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.

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.

Sutton Clinical Commissioning Group (17 018 278a)

Statement Upheld Other 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.

Lancashire and South Cumbria NHS Foundation Trust (19 000 046a)

Statement Not upheld Mental health services 18-Sep-2019

Summary: The Ombudsmen do not consider there was fault in the way Lancashire County Council and Lancashire Care NHS Foundation Trust decided Mrs B’s daughter had capacity to be discharged from the community mental health team. The community mental health team also considered Mrs B’s concerns.

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.