Local Care Direct (18 013 815b)

Statement Upheld General practice 10-Sep-2020

Summary: Mrs X complains about the care her brother, Mr Z, received at the end of his life. The Ombudsmen have found faults in the care provided by Mr Z’s care home and an out of hours GP service. We have found no fault in the actions of Mr Z’s GP practice. The care home and out of hours GP service accept our recommendations. We have therefore completed our investigation.

Tees, Esk and Wear Valleys NHS Foundation Trust (20 000 885a)

Statement Closed after initial enquiries Mental health services 08-Sep-2020

Summary: The Ombudsmen will not investigate a complaint about a Council’s decision to consider charging an elderly gentleman for his care. This followed a period where he mistakenly received free care because the Council wrongly thought he was entitled to free aftercare under the Mental Health Act 1983. The Council and the Health Trust have already accepted faults and acted to remedy the mistakes, which includes waiving the care fees that should have been charged for previous years. An investigation by the Ombudsmen is unlikely to achieve a different outcome.

Leeds Teaching Hospital NHS Foundation Trust (19 001 798b)

Statement Not upheld Hospital acute services 03-Sep-2020

Summary: Ms Q complains about the care her father received. The Ombudsmen have found no fault by the Council. While there was fault by the Trust and the Care Home, those organisations have taken appropriate steps to remedy the injustice Ms Q and Mr R suffered.

Knightsbridge Medical Centre (18 006 669a)

Statement Upheld General practice 24-Aug-2020

Summary: Mrs V complains about the care of her late husband by a care home and a GP Practice in the last months of his life. We have upheld some of Mrs V’s complaints about the Home’s care of Mr V and its complaint handling. We have also upheld some of Mrs V’s complaints about the GP Practice’s handling of end of life medication and complaint handling. Bupa, the Council and the GP Practice accept our recommendations. We have therefore completed our investigation.

NHS South West London Clinical Commissioning Group (18 006 669b)

Statement Upheld Mental health services 24-Aug-2020

Summary: Mrs V complains about the care of her late husband by a care home and a GP Practice in the last months of his life. We have upheld some of Mrs V’s complaints about the Home’s care of Mr V and its complaint handling. We have also upheld some of Mrs V’s complaints about the GP Practice’s handling of end of life medication and complaint handling. Bupa, the Council and the GP Practice accept our recommendations. We have therefore completed our investigation.

Bupa Care Homes (ANS) Limited (18 006 669c)

Statement Upheld Mental health services 24-Aug-2020

Summary: Mrs V complains about the care of her late husband by a care home and a GP Practice in the last months of his life. We have upheld some of Mrs V’s complaints about the Home’s care of Mr V and its complaint handling. We have also upheld some of Mrs V’s complaints about the GP Practice’s handling of end of life medication and complaint handling. Bupa, the Council and the GP Practice accept our recommendations. We have therefore completed our investigation.

Shrewsbury and Telford Hospitals NHS Trust (18 018 951a)

Statement Upheld Hospital acute services 18-Aug-2020

Summary: Mrs Z complains about her late father’s care and assessments in hospital, discharge from hospital and communication by the organisations involved. We have found fault relating to documentation, communication and complaint handling. We have not upheld the rest of the complaint. The Council has offered a financial remedy for Mrs Z which we consider is fair. We have recommended apologies for Mrs Z and service improvements. The organisations concerned accept our recommendations. We have therefore completed our investigation.

Telford & Wrekin Clinical Commissioning Group (18 018 951b)

Statement Upheld Assessment and funding 18-Aug-2020

Summary: Mrs Z complains about her late father’s care and assessments in hospital, discharge from hospital and communication by the organisations involved. We have found fault relating to documentation, communication and complaint handling. We have not upheld the rest of the complaint. The Council has offered a financial remedy for Mrs Z which we consider is fair. We have recommended apologies for Mrs Z and service improvements. The organisations concerned accept our recommendations. We have therefore completed our investigation.

Midlands Partnership NHS Foundation Trust (18 018 951c)

Statement Not upheld Mental health services 18-Aug-2020

Summary: Mrs Z complains about her late father’s care and assessments in hospital, discharge from hospital and communication by the organisations involved. We have found fault relating to documentation, communication and complaint handling. We have not upheld the rest of the complaint. The Council has offered a financial remedy for Mrs Z which we consider is fair. We have recommended apologies for Mrs Z and service improvements. The organisations concerned accept our recommendations. We have therefore completed our investigation.

East London NHS Foundation Trust (17 012 634a)

Statement Upheld Mental health services 11-Aug-2020

Summary: Miss X complained about the actions of London Borough of Tower Hamlets (the Council’s) adult social care and substance misuse services and East London NHS Foundation Trust (the Trust’s) mental health and autism diagnosis services. The Ombudsmen have upheld some of Miss X’s complaints against both the Council and the Trust. The Council and the Trust have accepted our recommendations for apologies, financial remedies and service improvements. We have therefore completed our investigation.