West Northamptonshire Council (22 009 742)

Category: Adult care services Date: 29-Apr-2024

Summary

Miss D complained about the lack of mental health and social care provided to her son, Mr B, when he was discharged from hospital. She said this led to a lack of joint working between the Council, the Trust and the Integrated Care Board (ICB). She said they did not make reasonable adjustments when communicating with Mr B. Miss D also complained about the way the ICB handled her complaint. We found fault in the way they organisations considered and provided support to meet Mr B’s holistic mental health and social care needs. They did not properly consider their duty to make reasonable adjustments when communicating with him. The ICB’s complaint handling was poor, and it failed to provide Miss D with a satisfactory complaint response. The organisations agreed to our recommendations and will apologise to Miss D and Mr B, they will make symbolic payments, assess Mr B’s holistic needs and issue guidance to their staff in areas where they need to improve.

Service improvements