Oxleas NHS Foundation Trust (17 000 791a)

Statement Upheld Other 07-Nov-2019

Summary: A man complained about the care of his late mother by a council and NHS organisations. He said she received poor stoma care from agency carers and district nurses and inadequate arrangements for care following a discharge from hospital. The Ombudsmen find that the council and an NHS Trust failed to ensure his mother received the stoma care she needed. This caused her distress and embarrassment and also caused the family distress. The council will explain how it will improve stoma care in future. The NHS Trust did not follow the recommended discharge plan or visit as often as it should have. This did not cause harm to the woman concerned but it caused distress to her family. The NHS Trust has already made satisfactory service improvements. The council and NHS Trust will apologise and pay a financial remedy. Other elements of the complaint were not investigated.

Kings College Hospital NHS Foundation Trust (17 000 791b)

Statement Closed after initial enquiries Hospital acute services 07-Nov-2019

Summary: A man complained about the care of his late mother by a council and NHS organisations. He said she received poor stoma care from agency carers and district nurses and inadequate arrangements for care following a discharge from hospital. The Ombudsmen find that the council and an NHS Trust failed to ensure his mother received the stoma care she needed. This caused her distress and embarrassment and also caused the family distress. The council will explain how it will improve stoma care in future. The NHS Trust did not follow the recommended discharge plan or visit as often as it should have. This did not cause harm to the woman concerned but it caused distress to her family. The NHS Trust has already made satisfactory service improvements. The council and NHS Trust will apologise and pay a financial remedy. Other elements of the complaint were not investigated.

Bexley Clinical Commissioning Group (17 000 791c)

Statement Closed after initial enquiries Other 07-Nov-2019

Summary: A man complained about the care of his late mother by a council and NHS organisations. He said she received poor stoma care from agency carers and district nurses and inadequate arrangements for care following a discharge from hospital. The Ombudsmen find that the council and an NHS Trust failed to ensure his mother received the stoma care she needed. This caused her distress and embarrassment and also caused the family distress. The council will explain how it will improve stoma care in future. The NHS Trust did not follow the recommended discharge plan or visit as often as it should have. This did not cause harm to the woman concerned but it caused distress to her family. The NHS Trust has already made satisfactory service improvements. The council and NHS Trust will apologise and pay a financial remedy. Other elements of the complaint were not investigated.

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.

Lancashire and South Cumbria NHS Foundation Trust (19 010 839a)

Statement Closed after initial enquiries Mental health services 30-Oct-2019

Summary: A man complained about the mental health services he received. The Ombudsmen will not investigate the complaint because they cannot achieve the outcomes he seeks.

Wirral Clinical Commissioning Group (19 008 982a)

Statement Closed after initial enquiries Other 25-Oct-2019

Summary: The Ombudsmen cannot investigate Ms X’s complaint. She has previously appealed to the tribunal about the contents of her son’s Education, Health and Care plan.

Wirral University Teaching Hospital NHS Foundation Trust (19 008 982b)

Statement Closed after initial enquiries Other 25-Oct-2019

Summary: The Ombudsmen cannot investigate Ms X’s complaint. She has previously appealed to the tribunal about the contents of her son’s Education, Health and Care plan.

South London and Maudsley NHS Foundation Trust (18 010 781a)

Statement Upheld Mental health services 24-Oct-2019

Summary: Faults by the Trust, Council and CCG led to Mrs X paying for accommodation which should have been free section 117 aftercare. Faults by the Council in dealing with Ms X’s enquiries and complaints caused her unnecessary time and trouble. The Council has already offered a fair remedy for Ms X’s injustice. The Trust, Council and CCG have accepted the Ombudsmen’s recommendations for service improvements and to address the injustice to Mrs X. We have therefore completed our investigation.

Lewisham Clinical Commissioning Group (18 010 781b)

Statement Upheld Other 24-Oct-2019

Summary: Faults by the Trust, Council and CCG led to Mrs X paying for accommodation which should have been free section 117 aftercare. Faults by the Council in dealing with Ms X’s enquiries and complaints caused her unnecessary time and trouble. The Council has already offered a fair remedy for Ms X’s injustice. The Trust, Council and CCG have accepted the Ombudsmen’s recommendations for service improvements and to address the injustice to Mrs X. We have therefore completed our investigation.

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.