University Hospitals Plymouth NHS Trust (22 009 919b)

Statement Not upheld Hospital acute services 29-Mar-2023

Summary: We investigated a complaint about a hospital discharge and care provided to Ms Y in a care home. We found fault with the Trust, who did not initially involve Mrs X with the discharge planning for Ms Y in March 2021. The Trust has apologised to Mrs X and made service improvements to ensure the fault does not happen again. We consider this to be enough to remedy the injustice to Mrs X. We also found fault with the Health Centre, who did not speak to Mrs X before prescribing antidepressants to Ms Y. This caused Mrs X unnecessary worry and distress. The Health Centre agreed to apologise and make service improvements to remedy this injustice. We found no fault with the Council.

London North West Healthcare NHS Trust (21 019 081a)

Statement Not upheld Hospital acute services 27-Mar-2023

Summary: We investigated a complaint about arranging care for Mr Y after he left hospital. We found fault with the Council; there were unexplained delays when it was searching for a nursing home placement for Mr Y in November 2021. The Council also did not investigate Dr X’s complaint in line with guidance and provided responses which were unclear, contradictory and did not take account of all the facts. Dr X was caused unnecessary frustration when dealing with the Council. We recommended an apology, service improvements and a financial remedy to address this injustice. We found no fault with the actions of the Trust or the ICB.

Mid and South Essex NHS Foundation Trust - Basildon Hospital (22 003 284a)

Statement Upheld Hospital acute services 14-Mar-2023

Summary: The late Mrs M’s family complained to us about her care by Mid and South Essex NHS Foundation Trust and Godden Lodge Care Home. We have upheld parts of the complaint relating to record keeping, admission to the Home, nutrition, risk management and communication. We have not upheld other parts of the complaint. The Council, Home and Trust have accepted our recommendations so we have completed our investigation.

West Suffolk NHS Foundation Trust (22 010 538a)

Statement Not upheld Hospital acute services 08-Feb-2023

Summary: We find no fault in the efforts a Trust, a Council and an ICB made to transfer a woman with dementia from hospital to suitable post-hospital care. The organisations correctly kept the woman’s capacity under review and made proportionate steps to ensure they acted in her best interests.

Dorset Healthcare University NHS Foundation Trust (20 008 970c)

Statement Upheld Hospital acute services 03-Feb-2023

Summary: Mr X complained about the care provided to his brother, Mr Y, by several health and social care organisations. We found fault by two councils as there was significant confusion surrounding how Mr Y’s care should be funded. We also found fault with the care provided to Mr Y when he was resident in a care home. The organisations involved agreed to apologise to Mr X and pay him a financial remedy in recognition of the impact of this on fault on him. They also agreed to take action to prevent similar problems occurring for others.

Dorset Healthcare University NHS Foundation Trust (20 008 970d)

Statement Upheld Hospital acute services 03-Feb-2023

Summary: Mr X complained about the care provided to his brother, Mr Y, by several health and social care organisations. We found fault by two councils as there was significant confusion surrounding how Mr Y’s care should be funded. We also found fault with the care provided to Mr Y when he was resident in a care home. The organisations involved agreed to apologise to Mr X and pay him a financial remedy in recognition of the impact of this on fault on him. They also agreed to take action to prevent similar problems occurring for others.

Epsom and St Helier University Hospital NHS Trust (21 012 304a)

Statement Upheld Hospital acute services 27-Jan-2023

Summary: We found fault with the Trust’s handling of Mrs D’s hospital discharges in March 2020. We also found fault with the handling of the subsequent complaint from Mrs D’s daughters by the Trust and Surrey Downs. We recommend the Trust and Surrey Downs apologise for this fault and pay a financial remedy to Mrs D’s daughters in recognition of their distress, time and trouble.

NHS Surrey Downs Health & Care (21 012 304b)

Statement Upheld Hospital acute services 27-Jan-2023

Summary: We found fault with the Trust’s handling of Mrs D’s hospital discharges in March 2020. We also found fault with the handling of the subsequent complaint from Mrs D’s daughters by the Trust and Surrey Downs. We recommend the Trust and Surrey Downs apologise for this fault and pay a financial remedy to Mrs D’s daughters in recognition of their distress, time and trouble.

Maidstone & Tunbridge Wells NHS Trust (22 010 734a)

Statement Closed after initial enquiries Hospital acute services 13-Jan-2023

Summary: We cannot investigate Mrs X’s complaint about her daughter’s Education, Health and Care plan. Mrs X has already appealed to the Special Educational Needs and Disability Tribunal.

East Suffolk & North Essex NHS Foundation Trust (22 011 192a)

Statement Closed after initial enquiries Hospital acute services 06-Jan-2023

Summary: We will not investigate this complaint as it relates to care and treatment provided more than 12 months ago. These matters are late for our consideration.