Summary: We will not investigate Mrs B’s complaint about the Council’s failure to keep her informed about her daughter’s, Ms C’s needs, or inaccuracies contained in Ms C’s hospital Passport. This is because further investigation by us could not add to the Council’s response.

The complaint

1. Mrs B complained the Council failed to inform her of her daughter’s Ms C’s medical appointments, consultations, and investigations. Mrs B says the Council made false promises and attributed false statements to Ms C’s Consultant. Mrs B says she continues to worry about Ms C’s health, but the Council does not take her concerns seriously. Mrs B complained about not being given access to information contained in Ms C’s hospital Passport, the content of the information in the document and inaccuracies in it. Mrs B says the Council lies to her, and wants the Council to apologise to her and Ms C.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. We could not make a finding on what was said to Ms C’s Consultant when there is a difference of opinion, and we were not present when comments were made. The Council says it will ensure Mrs B is kept informed about Ms C’s wellbeing and will arrange regular meetings so Mrs B can discuss her concerns. The Council says it will share an update about Ms C’s activities, appointments, and wellbeing each month, so Mrs B is kept informed about what is happening. We could achieve no more than this even if we investigated.
6. Mrs B complained she found Ms C’s hospital Passport in her bag and was concerned about information contained in it. The Council apologised for the errors and confusion with the information contained in the passport and has updated and amended the document to reflect the inaccuracies. We could not add to this or make a different finding even if we investigated.

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Final decision

7. We will not investigate Mrs B’s complaint because we could not add to the Council’s responses or make a different finding of the kind Mrs B wants.

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Investigator's decision on behalf of the Ombudsman