Middleton Grove Nursing Home (21 008 114a)

Statement Upheld Other 30-Mar-2022

Summary: Mr B has complained about the care of his parents in a care home. We found fault in aspects of facilities and sensitivity shown around family bereavement which caused distress to Mr B and the Home has agreed to make apologies.

Boots UK Limited (21 005 391c)

Statement Upheld Other 17-Mar-2022

Summary: We consider Boots UK Limited contributed to delays getting end of life medication to Mrs C before she died. Mr B suffered avoidable distress witnessing his mother in pain before she died. Boots should pay Mr B financial redress to recognise his injustice.

Royal Wolverhampton Hospital NHS Trust (20 012 668a)

Statement Not upheld Other 08-Mar-2022

Summary: The Ombudsmen find a Nursing Home, Hospital Trust and Ambulance Trust responded appropriately when a Nursing Home resident became unwell in March 2020. Based on the evidence seen to date, professionals completed appropriate assessments and acted in line with guidance in place at that time. There was fault in the way the Nursing Home handled a relative’s request for copies of records. We have made recommendations to address this.

Northumberland Clinical Commissioning Group (21 005 828a)

Statement Not upheld Other 01-Mar-2022

Summary: A Care Home Association complained about the way the Council and the CCG dealt with its complaint made on behalf of its members. We did not found fault in the way the Council and the CCG considered the complaint from the Association.

Greater Manchester Mental Health NHS Foundation Trust (21 009 406a)

Statement Closed after initial enquiries Other 27-Jan-2022

Summary: Mrs A complains on behalf of her niece, Mrs B, that she was wrongly charged for care home fees. During our consideration of the complaint, the Council told us there had been an error on Mrs E’s account. The Council has apologised and offered to refund £2145 to Mrs B. This provides the remedy Mrs A is seeking and therefore we will not investigate the complaint.

Oxford Health NHS Foundation Trust (20 004 066a)

Statement Upheld Other 24-Nov-2021

Summary: The Ombudsmen find there were failings in the way a Council and Trust handled a safeguarding referral and a subsequent complaint about the same matter. However, there is no evidence this led to a personal injustice.

Northern Care Alliance NHS Foundation Trust (20 001 753a)

Statement Upheld Other 14-Oct-2021

Summary: Mr Y was a vulnerable man who died during a hospital admission. We found fault on the part of two NHS Trusts concerning their failure to work together to identify Mr Y’s family. This meant Mr Y’s funeral proceeded without their knowledge. We also found fault by one Trust regarding the handling of a safeguarding referral for Mr Y. This fault caused Mr Y’s brother, Mr X, significant distress. The NHS Trusts will apologise to Mr X and pay a financial remedy in recognition of the impact this fault had on him. These organisations, along with the Council, will review their policies and procedures to prevent similar problems occurring in future.

Pennine Care NHS Foundation Trust (20 001 753b)

Statement Upheld Other 14-Oct-2021

Summary: Mr Y was a vulnerable man who died during a hospital admission. We found fault on the part of two NHS Trusts concerning their failure to work together to identify Mr Y’s family. This meant Mr Y’s funeral proceeded without their knowledge. We also found fault by one Trust regarding the handling of a safeguarding referral for Mr Y. This fault caused Mr Y’s brother, Mr X, significant distress. The NHS Trusts will apologise to Mr X and pay a financial remedy in recognition of the impact this fault had on him. These organisations, along with the Council, will review their policies and procedures to prevent similar problems occurring in future.

Central and North West London NHS Foundation Trust (21 005 904a)

Statement Closed after initial enquiries Other 29-Sep-2021

Summary: We should not investigate Mr X’s complaints. The Information Commissioner’s Office has already addressed his complaint about Camden and North West London NHS Foundation Trust. Also, Mr X has already used his appeal rights to challenge Westminster City Council’s decision that he was intentionally homeless.

Warrington Clinical Commissioning Group (19 018 188b)

Statement Upheld Other 18-May-2021

Summary: Mr B complained about what happened when his father, Mr C, was discharged from hospital to a nursing home. We found no fault in the way the Council and Trust arranged Mr C’s discharge from hospital and communicated with his family. We note that the CCG has appropriately offered to review Mr C’s eligibility for NHS continuing healthcare.