Solent NHS Trust (19 018 208b)

Statement Closed after initial enquiries Other 10-Mar-2020

Summary: The Ombudsmen should not investigate this complaint because it is late. I have not seen sufficient reasons to accept it now.

Southampton City Clinical Commissioning Group (19 018 208c)

Statement Closed after initial enquiries Other 10-Mar-2020

Summary: The Ombudsmen should not investigate this complaint because it is late. I have not seen sufficient reasons to accept it now.

North Baddesley Surgery (19 018 208d)

Statement Closed after initial enquiries General practice 10-Mar-2020

Summary: The Ombudsmen should not investigate this complaint because it is late. I have not seen sufficient reasons to accept it now.

Pleck Health Centre (19 003 492a)

Statement Not upheld General practice 04-Mar-2020

Summary: Ms X complained that Walsall Metropolitan Council, Walsall Healthcare NHS Trust and Pleck Health Centre failed to meet safeguarding duties in respect of her late mother, Mrs Y. The agencies responded appropriately to safeguarding alerts and made best interest decisions about Mrs Y’s care that considered relevant evidence, including the difference of views amongst family members. The Council was at fault for not feeding back the outcome of its safeguarding investigation to the Pleck Health Centre. This did not cause injustice.

Walsall Healthcare NHS Trust (19 003 492b)

Statement Not upheld Hospital acute services 04-Mar-2020

Summary: Ms X complained that Walsall Metropolitan Council, Walsall Healthcare NHS Trust and Pleck Health Centre failed to meet safeguarding duties in respect of her late mother, Mrs Y. The agencies responded appropriately to safeguarding alerts and made best interest decisions about Mrs Y’s care that considered relevant evidence, including the difference of views amongst family members. The Council was at fault for not feeding back the outcome of its safeguarding investigation to the Pleck Health Centre. This did not cause injustice.

Oxleas NHS Foundation Trust (18 012 769a)

Statement Upheld Community hospital services 03-Mar-2020

Summary: Mrs D complained about physiotherapy provided by an NHS Trust to her husband when he was a patient in hospital. She also complained about the communication relating to discharge planning from two NHS Trusts and the Council. She said the Council failed to investigate her concerns in line with its safeguarding procedures. The Ombudsmen found the two NHS Trusts failed to communicate properly with the complainant but apologised and made improvements. One of the NHS Trust failed to follow up on a community rehabilitation referral and this is likely to have impacted on Mrs D’s husband’s wellbeing. The Council completed a safeguarding investigation but took too long to tell the complaint the outcome. The Council and the NHS Trusts have agreed to the Ombudsmen’s recommendations and will apologise, make acknowledgement payments and issue reminders to their staff to ensure good practice.

Lewisham & Greenwich NHS Trust (18 012 769b)

Statement Upheld Community hospital services 03-Mar-2020

Summary: Mrs D complained about physiotherapy provided by an NHS Trust to her husband when he was a patient in hospital. She also complained about the communication relating to discharge planning from two NHS Trusts and the Council. She said the Council failed to investigate her concerns in line with its safeguarding procedures. The Ombudsmen found the two NHS Trusts failed to communicate properly with the complainant but apologised and made improvements. One of the NHS Trust failed to follow up on a community rehabilitation referral and this is likely to have impacted on Mrs D’s husband’s wellbeing. The Council completed a safeguarding investigation but took too long to tell the complaint the outcome. The Council and the NHS Trusts have agreed to the Ombudsmen’s recommendations and will apologise, make acknowledgement payments and issue reminders to their staff to ensure good practice.

The Leys Health Centre (19 007 554a)

Statement Not upheld General practice 02-Mar-2020

Summary: The Ombudsmen found fault with the care provided to an elderly man by a care home acting on behalf of the Council. The Council agreed to apologise for this fault and pay a financial sum in recognition of the distress this caused. The Ombudsmen were satisfied a GP Practice and Trust that were also involved in the man’s care acted without fault.

Oxford University Hospitals NHS Trust (19 007 554b)

Statement Not upheld Hospital acute services 02-Mar-2020

Summary: The Ombudsmen found fault with the care provided to an elderly man by a care home acting on behalf of the Council. The Council agreed to apologise for this fault and pay a financial sum in recognition of the distress this caused. The Ombudsmen were satisfied a GP Practice and Trust that were also involved in the man’s care acted without fault.

Walsall Healthcare NHS Trust (19 007 506a)

Statement Upheld Hospital acute services 02-Mar-2020

Summary: Mrs A has complained about a delay in discharge of her grandmother, Mrs B, from hospital in October 2018. The Ombudsmen found fault with Walsall Trust which caused an undue delay in discharge. We did not find fault with the Council.