NHS South West London Clinical Commissioning Group (20 000 987b)

Statement Upheld Mental health services 09-Sep-2021

Summary: A nursing home took too long to tell the complainant, Miss D, that her mother Mrs M had died, as the Home had not kept proper records about next of kin. It also did not manage Mrs M’s personal belongings or her finances properly. The NHS Trust responsible for managing Mrs M’s money failed to do this adequately or to safeguard her finances. We did not find failings in the way the Trust and the Council partly responsible for commissioning Mrs M’s placement at the Home handled Miss D’s complaint. Miss D said she suffered avoidable distress and inconvenience, and she believed the Home owed money to Mrs M’s estate. The organisations have agreed to apologise to Miss D and take action to prevent similar problems in future. They have also agreed to reimburse Mrs M’s estate with any money due to it.

Rosedene Nursing Home (20 000 987d)

Statement Upheld Mental health services 09-Sep-2021

Summary: A nursing home took too long to tell the complainant, Miss D, that her mother Mrs M had died, as the Home had not kept proper records about next of kin. It also did not manage Mrs M’s personal belongings or her finances properly. The NHS Trust responsible for managing Mrs M’s money failed to do this adequately or to safeguard her finances. We did not find failings in the way the Trust and the Council partly responsible for commissioning Mrs M’s placement at the Home handled Miss D’s complaint. Miss D said she suffered avoidable distress and inconvenience, and she believed the Home owed money to Mrs M’s estate. The organisations have agreed to apologise to Miss D and take action to prevent similar problems in future. They have also agreed to reimburse Mrs M’s estate with any money due to it.

North East London NHS Foundation Trust (21 001 926a)

Statement Closed after initial enquiries Mental health services 08-Sep-2021

Summary: We uphold Mr X and Mrs Y’s complaint. Essex County Council delayed handling their complaint at stage two of the children’s statutory complaints procedure. The Council has agreed to complete its stage two investigation. It will offer to make Mr X and Mrs Y a payment to remedy the time and trouble its delay caused them.

Devon Partnership NHS Trust (21 002 605a)

Statement Closed after initial enquiries Mental health services 08-Sep-2021

Summary: We will not investigate this complaint about the decision to withdraw Section 117 aftercare services from the complainant. This is because the complaint relates to matters that occurred more than 12 months ago. These matters are late for our consideration.

Tees, Esk and Wear Valleys NHS Foundation Trust (20 009 115a)

Statement Upheld Mental health services 07-Sep-2021

Summary: Durham County Council correctly charged Mr A for his social care support when his circumstances changed. Tees, Esk and Wear Valleys NHS Foundation Trust missed the opportunity to reassess Mr A’s section 117 aftercare needs after that time. That fault caused Mr A uncertainty. The Trust should apologise to Mr A and reassess his section 117 aftercare needs.

NHS County Durham Clinicial Commissioning Group (20 009 115b)

Statement Not upheld Mental health services 07-Sep-2021

Summary: Durham County Council correctly charged Mr A for his social care support when his circumstances changed. Tees, Esk and Wear Valleys NHS Foundation Trust missed the opportunity to reassess Mr A’s section 117 aftercare needs after that time. That fault caused Mr A uncertainty. The Trust should apologise to Mr A and reassess his section 117 aftercare needs.

North Staffordshire Combined Health Care NHS Trust (20 013 884a)

Statement Closed after initial enquiries Mental health services 16-Aug-2021

Summary: Miss B complains on behalf of her adult son Mr D about his health and social care support. We will not investigate the complaint as we are not satisfied Mr D has fully consented to Miss B complaining to us on his behalf. We do not therefore consider Miss B suitable to bring the complaint to us.

Oxfordshire Clinical Commissioning Group (21 000 158a)

Statement Closed after initial enquiries Mental health services 12-Jul-2021

Summary: We will not investigate Mrs X’s complaint against Oxfordshire County Council (the Council) and Oxfordshire Clinical Commissioning Group (the CCG). Mrs X complains the Council and CCG did not provide free care for her late mother-in-law. The complaint is late and there are no good reasons to investigate it now.

Hertfordshire Partnership University NHS Foundation Trust (20 008 866a)

Statement Upheld Mental health services 17-Jun-2021

Summary: There were some delays and failings in the way a mental health team and social services supported a woman with dementia. It is unlikely these failings changed the course of events but the delays by the Trust caused some avoidable stress in their own right. The Trust will acknowledge these failings and apologise for the impact.

Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust (19 016 735a)

Statement Not upheld Mental health services 29-May-2021

Summary: Mr B complains the Trust refused to detain his father, Mr C, in hospital. The Trust properly considered whether to detain Mr C. Mr B also complains the Council did not offer Mr C a placement in a care home. Mr C did not want to go into a care home but preferred to be at home with his wife. There is no fault.