Recent statements in this category are shown below:
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NHS Cheshire and Merseyside ICB (23 016 524b)
Statement Not upheld Assessment and funding 27-Aug-2024
Summary: Miss X complains about the care provided to her deceased partner Mr Y. Park House Care Home ran out of his prescribed antibiotic, he got an infection and three days later sadly died. We found indications of fault; staff did not keep accurate records, so I do not know what happened. We cannot remedy the injustice to Mr Y so we recommended and Four Seasons agreed to apologise, make service improvements and a symbolic payment to remedy the injustice to Miss X.
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Midlands and Lancashire CSU HQ (23 014 962a)
Statement Closed after initial enquiries Assessment and funding 06-Aug-2024
Summary: Ms A has complained on behalf of a residential care home about a lack of funding by a council and an integrated care board for the increased support the care home provided to a resident. Ms A has also complained about a lack of safeguarding by the Council. We do not find fault with the Integrated Care Board. We find fault with the Council in relation to funding and safeguarding leading to a financial shortfall and increased risk for the Home. The Council has agreed to a financial remedy, apology and a reminder to staff as a satisfactory remedy.
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NHS Leicester, Leicestershire and Rutland Integrated Care Board (23 014 962b)
Statement Not upheld Assessment and funding 06-Aug-2024
Summary: Ms A has complained on behalf of a residential care home about a lack of funding by a council and an integrated care board for the increased support the care home provided to a resident. Ms A has also complained about a lack of safeguarding by the Council. We do not find fault with the Integrated Care Board. We find fault with the Council in relation to funding and safeguarding leading to a financial shortfall and increased risk for the Home. The Council has agreed to a financial remedy, apology and a reminder to staff as a satisfactory remedy.
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NHS West Yorkshire ICB - Leeds (23 012 516a)
Statement Not upheld Assessment and funding 26-Mar-2024
Summary: Mrs Y complained that services failed to provide funding for her father’s post-hospital care for long enough. We found that an Integrated Care Board funded the person’s care for an appropriate length of time. However, we found fault in the way the Council explained the process to the family. This caused avoidable stress, frustration and time and trouble for Mrs Y. In addition, we found fault in the way the Council responded to the family’s request for a meeting to discuss their complaint. We recommended that the Council apologises, makes a small financial payment to recognise the injustice and provides evidence of its learning from the complaint.
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Statement Closed after initial enquiries Assessment and funding 08-Feb-2024
Summary: We will not investigate Mrs Y’s complaint that the ICB failed to pay interest when it refunded nursing home payments made by Mrs Y’s mother, Ms X. Mrs Y also complained the Council and the ICB’s communication about this was poor. During our consideration of the complaint, the ICB apologised, offered to pay interest to Ms X, and said it would improve services. The Council accepted shortcomings in how it handled Mrs Y’s enquiries about the payment, and it addressed this by apologising and providing staff training. The Council and ICB have provided a reasonable remedy to the complaint, and an investigation would be unlikely to add anything further for Mrs Y.
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NHS England - South East Area Team (23 012 114a)
Statement Closed after initial enquiries Assessment and funding 08-Jan-2024
Summary: We will not investigate this complaint about a Council inappropriately seeking payment for care home fees. This is because it is unlikely an investigation would be able to provide an outcome the complainant would find satisfactory.
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NHS Suffolk and North East Essex ICB (23 012 114b)
Statement Closed after initial enquiries Assessment and funding 08-Jan-2024
Summary: We will not investigate this complaint about a Council inappropriately seeking payment for care home fees. This is because it is unlikely an investigation would be able to provide an outcome the complainant would find satisfactory.
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NHS North East and North Cumbria ICB (22 002 398c)
Statement Not upheld Assessment and funding 22-Aug-2023
Summary: Bentley Medical Practice most likely did not refer Mrs Y for fast-track continuing healthcare at the end of her life. Also, Shoreline Nursing Home’s record keeping was not in line with the relevant guidance. We do not know if Mrs Y would have been more comfortable before she died if not for that fault. Those organisations should take action to remedy the uncertainty that caused Mrs Y’s granddaughter, Mrs X.
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NHS North East and North Cumbria ICB (22 002 398d)
Statement Not upheld Assessment and funding 22-Aug-2023
Summary: Bentley Medical Practice most likely did not refer Mrs Y for fast-track continuing healthcare at the end of her life. Also, Shoreline Nursing Home’s record keeping was not in line with the relevant guidance. We do not know if Mrs Y would have been more comfortable before she died if not for that fault. Those organisations should take action to remedy the uncertainty that caused Mrs Y’s granddaughter, Mrs X.
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NHS Northamptonshire ICB (22 010 502a)
Statement Upheld Assessment and funding 15-Aug-2023
Summary: Mr X complained the Council and ICB gave him conflicting information about how his relative, Mrs Y’s, care should be funded, and did not review Mrs Y’s care needs. We found the Council and ICB failed to work together to decide how Mrs Y’s care should be funded, and the ICB did not review Mrs Y’s care needs. We found this caused uncertainty and avoidable distress to Mr X. The Council and ICB agreed to take action to remedy the injustice caused.