Lewisham and Greenwich NHS Trust

3. Ms E complains about the Trust between 24 and 29 December 2018. Specifically, she complains that: • the Trust gave her incorrect treatment • it documented incorrect information in her records, relating to medication • ‘lost’ her Electrocardiogram (ECG) reports from 24 December 2018 • failed to respond to her further letter of concerns.

4. As a result, Ms E says her and her daughter now suffer with Post Traumatic Stress Disorder (PTSD).

5. By bringing the complaint to the Parliamentary and Health Service Ombudsman, Ms E would like the following outcomes: • a letter stating under no circumstances are her and her daughter taken to the Trust in an emergency situation • our legal team to contact the Trust and ‘force’ it to respond to her further questions. She would also like our legal team to address the Trust’s ‘lies’.

6. On the 24 December 2018, Ms E became unwell while at home. Her daughter called for an ambulance, and she was taken to resuscitation at the Trust. Later that day, Ms E left the hospital and returned home. The Trust arranged for a non-emergency ambulance to take her home.

7. While on the way home, Ms E suffered a cardiac arrest. Staff within the non-emergency ambulance carried out chest compressions. It returned Ms E to the Trust where she was admitted for further care and treatment.

9. In her complaint form to us, Ms E told us she would like the Trust to ‘answer her second letter’.

10. We have discussed this with Ms E and her advocate. We explained the outcomes we can achieve, and how the outcome she is seeking is not something we can achieve.

11. We asked Ms E if she had any other outcomes she would like to achieve. During a call with Ms E she reiterated that, as an outcome, she would like us to get the Trust to respond to her second letter.

12. In addition, Ms E told us she would like us to write a letter stating she and her daughter are ‘never’ to be taken to the Trust in an emergency. Finally, Ms E told us she would like us to involve our legal team regarding the Trust’s ‘lies’ and its failure to respond to her second letter.

13. Following this information, we explained our role to Ms E and what we can and cannot achieve. We explained we are unable to achieve the outcomes she wants and asked if there is anything else she hopes to achieve.

14. Ms E told us she 'does not know what else she wants' but these are the main outcomes she hopes to achieve. Neither Ms E nor her advocate have provided any further explanation on any other outcomes she hopes to achieve.

15. Our Service Model Guidance includes a section on reasons why we may still decide not to investigate: ‘There will be occasions when we decide that there are other reasons why we should not investigate a complaint made to us. These include: • if the outcome sought is not reasonable in relation to the claimed injustice • if the outcome sought is not achievable.

16. On this basis, we have decided not to consider the complaint further at this time. This is because we are unable to achieve the outcomes Ms E seeks.

17. In summary, we have decided we will not take further action on this complaint. We hope we have explained the thorough consideration we have given to our decision and clearly outlined the reasons for it.

1. We have carefully considered Ms E’s complaint about the Lewisham and Greenwich NHS Trust (the Trust). The complaint relates to the care and treatment she received in December 2018.

2. We are very sorry to hear about the circumstances that led to her complaint. We have completed our consideration of Ms E’s complaint and decided we are unable to achieve the outcomes she is seeking.