Summary: Mrs Y complained that items belonging to her late father, Mr X, were lost on the day he went into hospital from his care home. While we recognise the importance of the items to Mrs Y, we will not investigate her complaint because an investigation would be unlikely to add to the responses she has already received from the organisations.

The complaint

1. Mrs Y complains on behalf of her late father, Mr X, that his personal belongings went missing on the day he went into hospital from his care home. Oxfordshire County Council (the Council) funded Mr X’s care at the home. The hospital is managed by Oxford University Hospitals NHS Foundation Trust (the Trust). Mrs Y says neither the Trust nor the Council has been able to explain what happened to Mr X’s possessions, and are passing the blame to each other over what happened.
2. Mrs Y said Mr X’s belongings, which included his mobile phone, diary and purse, are still missing. As an outcome of her complaint to the Ombudsmen, Mrs Y would like to know what has happened to Mr X’s belongings.

Back to top

The Ombudsmen’s role and powers

3. The Local Government and Social Care Ombudsman and Health Service Ombudsman have the power to jointly consider complaints about health and social care. (Local Government Act 1974, section 33ZA, as amended, and Health Service Commissioners Act 1993, section 18ZA).
4. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we could add to any previous investigation by the bodies, or
• we cannot achieve the outcome someone wants.
  (Health Service Commissioners Act 1993, section 3(2) and Local Government Act 1974, section 24A(6), as amended)

Back to top

How I considered this complaint

5. I considered evidence provided by Mrs Y, the Council and the Trust, as well as relevant law, policy and guidance.
6. Ms Y had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.

Back to top

My assessment

7. While at the care home, Mr X fell and was taken into hospital by ambulance. Sadly, Mr X died in hospital. Mrs Y found that Mr X’s personal belongings, including his mobile phone, diary, and purse containing money, bus pass and keys were not with him in hospital. She contacted the Trust and the care provider to raise her concerns.
8. Both the Trust and care provider, on behalf of the Council, responded to Mrs Y’s complaint. However, both organisations said they could not establish what had happened to Mr X’s possessions. Mrs Y then complained to the Ombudsman.
9. As Mrs Y has complained about both the Trust and the Council, I will set out my consideration of each organisation’s response, below.
10. The provider, responding on behalf of the Council, accepted that it had not fully completed an inventory of Mr X’s belongings and discharge paperwork when Mr X went into hospital. The provider accepted this was not in line with its policy that all items should be recorded when residents leave the home.
11. In investigating the complaint, the provider considered information from the Trust and ambulance service, interviewed staff, and reviewed its own records. The provider also said it had carried out “extensive searches” within the home when Mrs Y first raised her concerns, and then again during the complaints process. However, the provider said that as the discharge paperwork had not been fully completed, it could not say whether Mr X’s belongings went with him in the ambulance or stayed in the care home.
12. The provider apologised to Mrs Y that it did not take more care with Mr X’s possessions. It said it was taking action to improve its services, by bringing in clearer procedures for completing discharge paperwork and inventories, and providing additional staff training. It also offered Mrs Y financial remedy of £250 in recognition of the distress caused.
13. Mrs Y also complained to the Trust. In responding to the complaint, the Trust said its usual process was to record any belongings people brought in with them when they came into hospital. The Trust checked Mr X’s nursing notes, and said there was no record of the items coming into hospital with him.
14. The Trust also said it contacted the ambulance service and linen supplier to request any information about Mr X’s belongings. It said the ambulance service recalled Mr X’s possessions were left at the care home.
15. The Trust acknowledged the additional stress this may have caused for Mrs Y at this time and apologised for this.
16. I recognise this leaves Mrs Y without an answer to what happened to her father’s belongings. I also recognise the significance of the items to Mrs Y, and the distress this has caused her.
17. The provider has apologised for the distress caused by the loss of the items, and offered Mrs Y a financial remedy. It also made improvements to its service to help prevent this happening again in future. It is unlikely we could add, through an investigation, to these steps the provider has already taken.
18. Mrs Y explained she would like to know what happened to Mr X’s belongings. However, this has been investigated by the organisations, who are best placed to try and establish what happened. Therefore, we would be unlikely to add any further explanation for Mrs Y on this point by investigating her complaint.

Back to top

Decision

19. We will not investigate Mrs Y’s complaint about the Council and the Trust. This is because it is unlikely we could add to the responses Mrs Y has already received.

Back to top

Investigator's decision on behalf of the Ombudsman