Gloucestershire Health and Care NHS Foundation Trust (25 011 576a)

Statement Not upheld Hospital acute services 19-Mar-2026

Summary: Mrs A complained about the hospital discharge process for her mother and the Council’s complaint response. We found fault with how the Council communicated with Mrs A; it did not provide a full explanation of how it made decisions. This caused uncertainty and Mrs A felt she wasn’t listened to. We also found fault with the language used in the Council’s complaint response which led to further uncertainty for Mrs A. The Council agreed to our recommendations to remedy this. We found no fault with the Trust’s actions.

Torbay and South Devon NHS Foundation Trust (25 013 482a)

Statement Closed after initial enquiries Hospital acute services 16-Mar-2026

Summary: Mr X complains about the hospital discharge arrangements for his mother. He also complains about inadequate considerations for Deprivation of Liberty Safeguards and Continuing Healthcare for his mother. We will not investigate the events surrounding the hospital discharges as these complaints are late. We will not investigate the other complaints because the organisations have already accepted fault and provided appropriate remedies. We are therefore unlikely to achieve more.

Black Country Healthcare NHS Foundation Trust (25 012 944a)

Statement Closed after initial enquiries Hospital acute services 04-Mar-2026

Summary: Mr X complains Dudley Metropolitan Borough Council and Black Country Healthcare NHS Foundation Trust failed to adequately address his complaints about his sister’s care and care-planning. We will not investigate the complaint because it is late and we have not found a good reason to put that aside and investigate it now.

County Durham & Darlington NHS Foundation Trust (24 003 695a)

Statement Not upheld Hospital acute services 25-Feb-2026

Summary: Mr B complained on behalf of his mother, Ms C, that the Trust did not provide suitable rehabilitation in hospital, that the Trust and Council failed to communicate changes to Ms C’s care plan, and that the Council did not communicate with Ms C about charges for care and wrongly charged her. We found fault with how the Council communicated with Ms C about charges, and that this caused uncertainty and distress to Ms C and Mr B. The Council has agreed to apologise, make a symbolic payment, and improve services. We found no fault in the Trust’s actions.

County Durham & Darlington NHS Foundation Trust (24 003 695b)

Statement Not upheld Hospital acute services 25-Feb-2026

Summary: Mr B complained on behalf of his mother, Ms C, that the Trust did not provide suitable rehabilitation in hospital, that the Trust and Council failed to communicate changes to Ms C’s care plan, and that the Council did not communicate with Ms C about charges for care and wrongly charged her. We found fault with how the Council communicated with Ms C about charges, and that this caused uncertainty and distress to Ms C and Mr B. The Council has agreed to apologise, make a symbolic payment, and improve services. We found no fault in the Trust’s actions.

Medway NHS Foundation Trust (25 010 177a)

Statement Closed after initial enquiries Hospital acute services 20-Feb-2026

Summary: Ms Y complained on behalf of her late father, Mr X, that the Trust and Council failed to assess Mr X properly before he left hospital, that Mr X was transferred to a care home that was not suitable for him and could not meet his needs, and that Mr X sustained an unexplained eye injury. Ms Y also complained the Trust failed to protect Mr X’s dignity. We will not investigate Ms Y’s complaint as it is unlikely we would find fault, or add to the responses Ms Y has already received from the organisations.

Mid and South Essex NHS Foundation Trust - Basildon Hospital (24 014 300a)

Statement Upheld Hospital acute services 13-Feb-2026

Summary: I found fault by the Trust in terms of their communication with Mr Y’s family and their planning for his discharge from hospital. This meant Mr Y was discharged without appropriate care in place. The Trust will apologise and pay Mr Y and his daughter, Mrs X, a financial remedy. They will also take appropriate remedial action to prevent similar problems occurring in future.

County Durham & Darlington NHS Foundation Trust (24 012 474a)

Statement Not upheld Hospital acute services 05-Feb-2026

Summary: Mr B complained about how the Council and Trust assessed and planned Ms C’s care, and arranged discharge from hospital. We found fault with the way the Council handled Ms C’s care assessment and hospital discharge, causing distress to Ms C and distress and uncertainty to Mr B. The Council agreed to apologise to Mr B, make a symbolic payment, and make service improvements. We found no fault in the Trust’s actions.

Barking, Havering and Redbridge University Hospitals NHS Trust (25 012 399a)

Statement Closed after initial enquiries Hospital acute services 26-Jan-2026

Summary: We will not investigate Mrs X’s complaint about the Council’s and NHS Trust’s decisions and communication about charges for a care placement after her mother, Mrs Y, was discharged from hospital. We found no indications of fault by the organisations with the decisions. The Trust did accept it could have given more notice on the day Mrs Y left hospital to a care home and it apologised for any distress. We are unlikely to achieve a different outcome by investigating.

Care Plus Group Ltd (24 015 586a)

Statement Upheld Hospital acute services 15-Jan-2026

Summary: Mrs K complained about the way Care Plus Group moved her husband, Mr H, to The Old Library Residential Home. We consider CPG acted with fault when it moved him, which caused her distress and frustration. The Old Library then did not use the right equipment to transfer Mr H. It also caused Mrs K uncertainty from its poor record keeping. The CPG and The Old Library have agreed to apologise and take action to remedy her injustice.