Recent reports in this category are shown below:
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Statement Upheld Hospital acute services 21-Sep-2025
Summary: Ms B complained an NHS Trust and a Council were wrong to decide her father was not eligible for reablement care when he left hospital. She also complained that they did not involve the family adequately in the discharge process. We have not found fault in how the organisations made their decisions or how they involved the family. However, we have found fault in how the organisations handled Ms B’s complaint. We have asked the Trust and the Council to apologise for the impact this had.
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NHS West Yorkshire ICB - Calderdale (23 015 231d)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Princess Alexandra Hospital NHS Trust (25 001 119a)
Statement Closed after initial enquiries Hospital acute services 17-Sep-2025
Summary: Mrs A complains about the way the Council, Trust, ICB and GP surgery treated her husband, Mr B, before his death. She complains Continuing Healthcare (CHC) funding was delayed and the family were not given enough information. We will not investigate this complaint because we cannot overturn a decision made by the ICB about CHC. For her other points of complaint, an Ombudsmen investigation is unlikely to find fault.
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South Street Surgery (25 001 119b)
Statement Closed after initial enquiries General practice 17-Sep-2025
Summary: Mrs A complains about the way the Council, Trust, ICB and GP surgery treated her husband, Mr B, before his death. She complains Continuing Healthcare (CHC) funding was delayed and the family were not given enough information. We will not investigate this complaint because we cannot overturn a decision made by the ICB about CHC. For her other points of complaint, an Ombudsmen investigation is unlikely to find fault.
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NHS Hertfordshire & West Essex ICB (25 001 119c)
Statement Closed after initial enquiries Assessment and funding 17-Sep-2025
Summary: Mrs A complains about the way the Council, Trust, ICB and GP surgery treated her husband, Mr B, before his death. She complains Continuing Healthcare (CHC) funding was delayed and the family were not given enough information. We will not investigate this complaint because we cannot overturn a decision made by the ICB about CHC. For her other points of complaint, an Ombudsmen investigation is unlikely to find fault.
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Calderdale & Huddersfield NHS Foundation Trust (23 015 231a)
Statement Upheld Hospital acute services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Priory Adult Care (23 015 231b)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Valorum Care Group Plc (23 015 231c)
Statement Upheld Community hospital services 17-Sep-2025
Summary: Ms X complained about diabetes management and care provided to the late Mr Y, when he went into respite care, during his admissions to hospital, and then a nursing home. We found fault by the Trust in its record keeping and monitoring of Mr Y. The Trust acknowledged this in its response to Ms X’s complaint and put service improvements in place. The Trust agreed to provide a further remedy to Ms X to recognise the distress and uncertainty caused. We also found fault by Priory Adult Care in its management of Mr Y’s diabetes. Priory Adult Care agreed to provide a remedy to Ms X. We did not find fault by the Council, Trust and ICB in changes to Mr Y’s care plan for his respite placement, or in the Care Home’s management of Mr Y’s diabetes.
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Livewell Southwest (23 013 813a)
Statement Upheld Autism 16-Sep-2025
Summary: Mrs X complained on behalf of the Y family that Plymouth City Council and Livewell Southwest did not put support in place, recommended by an independent social worker. We consider they missed opportunities to consider Miss Y’s ability to make decisions about her support. The Council delayed arranging a review of Miss Y’s direct payment. Also, Livewell significantly delayed Miss Y accessing occupational therapy, and speech and language therapy. Those faults caused Miss Y and her family uncertainty, anxiety and frustration. The Council and Livewell have agreed to apologise and take action to remedy their injustice.
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NHS South West London ICB (24 000 449a)
Statement Upheld Care and treatment 28-Aug-2025
Summary: We found fault by London Borough of Merton and NHS South West London Integrated Care Board as they failed to take appropriate action to promptly resolve disputes around Mrs Y’s care needs. This led to unnecessary delay, which in turn caused Mrs Y and her family avoidable distress and uncertainty. These organisations will apologise to Mrs Y and her family and pay them a financial remedy.